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Top MNC is hiring for Team lead - Noida

1.00 to 6.00 Years   Noida   20 Feb, 2025
Live Connections
Job LocationNoida
EducationNot Mentioned
SalaryRs 4.0 - 7 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (International)
EmploymentTypeFull-time

Job Description

    Dear ApplicantsOne of our Top MNC clients is looking for Team Leader role, please find the below Job descriptionJob Title:Team Leader - International BPOLocation:NoidaExperience:Minimum 1 year as a Team Leader in an International BPO with customer interaction experienceWe are seeking an experienced and dynamicTeam Leaderwith a proven track record in managing teams in anInternational BPOenvironment. The ideal candidate should have at least1 year ofTeam Leaderexperience andexcellent customer interaction skills. The role involves overseeing team performance, ensuring service delivery, and driving operational excellence in a fast-paced BPO setting.Key Responsibilities:
    1. Team Management:
      • Lead, mentor, and motivate a team of customer service representatives to achieve performance targets.
      • Conduct regular team meetings, training sessions, and performance reviews to ensure continuous improvement.
      • Monitor team attendance, schedule adherence, and productivity.
    2. Customer Interaction:
      • Handle escalated customer queries and complaints, ensuring timely resolution and customer satisfaction.
      • Ensure the team delivers high-quality customer service in line with client expectations and company standards.
      • Maintain a deep understanding of client processes, products, and services to guide the team effectively.
    3. Performance Monitoring:
      • Track and analyze team performance metrics (e.g., AHT, FCR, CSAT) and provide actionable feedback.
      • Prepare and present performance reports to senior management.
      • Implement strategies to improve team performance and meet SLAs (Service Level Agreements).
    4. Process Improvement:
      • Identify process gaps and recommend solutions to enhance efficiency and customer experience.
      • Ensure compliance with company policies, procedures, and regulatory requirements.
      • Collaborate with other departments to streamline workflows and resolve operational issues.
    5. Client Relationship Management:
      • Act as a point of contact for client communication and feedback.
      • Ensure seamless delivery of services as per client requirements.
      • Build and maintain strong relationships with clients to foster long-term partnerships.
    6. Reporting and Documentation:
      • Maintain accurate records of team performance, attendance, and training activities.
      • Generate daily, weekly, and monthly reports for management review
    Interested candidates kindly share your updated resume to hidden_email (or) hidden_mobile

Keyskills :
international bpointernational call centerbpoteam leadershipteam management

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