BPO Team Lead Gurgaon

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

Benefits offered by this job

Salary 25k-27k

PF/ESI

Incentives

Job summary

2coms in Gurgaon invites a BPO Team Lead to guide a customer service team and drive performance. The candidate should bring 0.6+ years in BPO, including at least 6 months in team management and escalation handling.

Responsibilities cover leadership, escalation resolution, KPI monitoring, training coordination, and client communication. Day shift, on-site role with competitive compensation.

Qualifications

• 0.6+ years in BPO industry.
• 6+ months in team management and escalation handling.
• Fluent in English and Kannada.
• Bachelor's degree preferred.
• Strong leadership and communication skills.

Responsibilities

• Lead and inspire a team of customer service representatives to meet goals.
• Manage escalations and analyze trends with root causes.
• Monitor KPIs and provide feedback for improvement.
• Coordinate training to address skill gaps.
• Serve as client liaison for escalations and service issues.
• Work with operations to improve processes.

Skills

Team leadership

Escalation handling

Communication skills

Problem solving

Performance tracking

Interpersonal skills

Education

Bachelor's degree (preferred)

Job description

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

• Team Leadership:
  • 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.
• Escalation Handling:
  • 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

1. Minimum 0.6 years of experience in the BPO industry.
2. At least 6 months of experience in team management and escalation handling.
3. Strong leadership and interpersonal skills.
4. Excellent communication and problem-solving abilities.
5. Proven track record of meeting and exceeding performance targets.
6. Knowledge of BPO industry best practices.
7. Bachelor's degree in a relevant field is preferred.
8. Must be fluent in English and Kannada.

Requirements

1. Minimum 0.6 years of experience in the BPO industry.
2. At least 6 months of experience in team management and escalation handling.
3. Strong leadership and interpersonal skills.
4. Excellent communication skill in English Hindi.
5. Excellent problem-solving abilities.
6. Proven track record of meeting and exceeding performance targets.
7. Knowledge of BPO industry best practices.
8. Bachelor's degree in a relevant field is preferred.
9. Must be fluent in English and Hindi.

Benefits

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

Day Shift