BPO Team Lead | Gurgaon

2COMS Consulting Pvt. Ltd.; Gurgaon; On-site; INR 279,000 - 301,000; Full time

Benefits offered by this job

PF & ESI

Incentives

Job summary

2COMS Consulting Pvt. Ltd. in Gurgaon, India, seeks a BPO Team Lead with at least 6 months in team management and escalation handling. The role demands strong leadership, excellent English and Hindi communication, and a proactive approach to coaching and process improvement.

The position is full-time and on-site in Gurgaon, with a salary of up to 25,000–27,000 INR in hand, plus PF/ESI and incentives up to 6,000 INR per month based on performance.

Qualifications

• 6 months of experience in the BPO industry
• At least 6 months of experience in team management and escalation handling
• Fluent in English and Hindi
• Bachelor's degree preferred

Responsibilities

• Lead and inspire a team of customer service representatives to achieve performance goals.
• Conduct regular team meetings, performance evaluations, and coaching sessions.
• Cultivate a positive and collaborative work environment.
• Effectively manage and resolve customer escalations in a timely and satisfactory manner.
• Analyze escalation trends to identify root causes and implement preventive measures.
• Collaborate with other departments to address systemic issues contributing to escalations.
• Monitor team performance through KPIs and ensure targets are met or exceeded.
• Provide regular feedback to team members to drive continuous improvement.
• Identify training needs and coordinate with the training department to address gaps.
• Develop and implement training programs to enhance the team's skills and knowledge.
• Act as a point of contact for clients regarding escalations and service-related issues.
• Collaborate with clients to understand their specific requirements and expectations.
• Continuously assess and improve existing processes to enhance efficiency and customer satisfaction.

Skills

Leadership

Communication

Escalation handling

Team management

English

Hindi

Problem-solving

Education

Bachelor's degree

Job description

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Job Description

Job Title: BPO Team Lead

Location: Gurgaon, India

Experience: Minimum 0.6 years of overall experience, with a minimum of 6 months in team management and escalation handling.

Job Type: Full-time

About Us: We are a leading Business Process Outsourcing (BPO) company dedicated to delivering high-quality services across various industries. Our commitment to exceptional customer experiences and innovative solutions sets us apart in the industry.

Job Description:

We are seeking a BPO Team Lead to oversee and lead a team of customer service representatives. The ideal candidate will have at least 0.6 years of experience in the BPO industry, with a proven track record in team management and escalation handling.

Responsibilities:

• Lead and inspire a team of customer service representatives to achieve performance goals.
• Conduct regular team meetings, performance evaluations, and coaching sessions.
• Cultivate a positive and collaborative work environment.
• Effectively manage and resolve customer escalations in a timely and satisfactory manner.
• Analyze escalation trends to identify root causes and implement preventive measures.
• Collaborate with other departments to address systemic issues contributing to escalations.
• Performance Monitoring:
• Monitor team performance through key performance indicators (KPIs) and ensure targets are met or exceeded.
• Provide regular feedback to team members to drive continuous improvement.
• Training and Development:
• Identify training needs within the team and coordinate with the training department to address gaps.
• Develop and implement training programs to enhance the team's skills and knowledge.
• Client Communication:
• Act as a point of contact for clients regarding escalations and service-related issues.
• Collaborate with clients to understand their specific requirements and expectations.
• Process Improvement:
• Continuously assess and improve existing processes to enhance efficiency and customer satisfaction.
• Work closely with the operations team to implement process enhancements.

Requirements

Qualifications:

• Minimum 6 months of experience in the BPO industry.
• At least 6 months of experience in team management and escalation handling.
• Strong leadership and interpersonal skills.
• Excellent communication skill in English Hindi.
• Excellent problem-solving abilities.
• Proven track record of meeting and exceeding performance targets.
• Knowledge of BPO industry best practices.
• Bachelor's degree in a relevant field is preferred.
• Must be fluent in English and Hind i.
  

SALARY : Upto 25k -27k in hand + pf & ESI + Incentives of upto 6k PM Based on Performance