BPO Team Lead || Gurgaon

2coms; Gurgaon; On-site; INR 279,000 - 301,000; Full time

Benefits offered by this job

PF

ESI

Incentives

Job summary

2coms in Gurgaon, India is seeking a BPO Team Lead to supervise a team of customer service representatives. The ideal candidate will have at least 0.6 years of experience in the BPO industry, with proven team management and escalation handling.

The role covers leading performance, conducting coaching, resolving escalations, and driving process improvements across departments. Fluency in English and Kannada is required for client communication and daily operations.

Qualifications

• Minimum 0.6 years 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 Kannada.

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 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.
• 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.
• Work closely with the operations team to implement process enhancements.

Skills

Leadership

Communication

Problem solving

English

Kannada

Education

Bachelor's degree in a relevant field

Job description

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.
  

Qualifications:

• Minimum 0.6 years 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 and 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 Kannada.
  

Requirements

Qualifications:

• Minimum 0.6 years 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 Hindi.
  

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