Team Leader

Role Summary:
As a Team Leader in our BPO operations, you will be responsible for overseeing a team of customer service representatives, ensuring high performance, and maintaining excellent service quality. You will guide, mentor, and motivate your team to achieve individual and team targets, while fostering a positive and productive work environment. This role requires strong leadership, problem-solving, and communication skills to effectively manage daily operations and contribute to the overall success of the BPO division.

Key Responsibilities:

* Lead and manage a team of 10-15 customer service associates.
* Monitor team performance, provide regular feedback, and conduct performance reviews.
* Ensure adherence to service level agreements (SLAs) and quality standards.
* Train and coach team members to improve their skills and performance.
* Handle escalated customer queries and complaints effectively.
* Motivate the team to achieve daily, weekly, and monthly targets.
* Identify areas for process improvement and implement solutions.
* Ensure compliance with company policies and procedures.
* Maintain accurate records of team activities and performance metrics.
* Foster a collaborative and positive team environment.