POD Lead

TP; Hyderabad; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

TP in Hyderabad, India seeks an experienced People Leader to drive customer service excellence in a fast-paced BPO environment. You will lead and coach high-performing teams, shape strategies to boost satisfaction, and work with cross-functional partners to identify growth opportunities.

Responsibilities include analyzing performance data, implementing improvements, and ensuring adherence to policies while fostering a culture of continuous learning and development.

Qualifications

• Proven experience in leading teams in a BPO/Call Centre environment.
• Strong understanding of customer service principles and practices.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions.
• Demonstrated problem solving and leadership abilities.
• Experience with process improvements and cost reduction initiatives.

Responsibilities

• Develop and implement effective strategies to enhance customer satisfaction and experience.
• Lead and manage high-performing teams, providing guidance and support to ensure success.
• Analyze performance metrics and identify areas for improvement.
• Collaborate with cross-functional teams to drive business growth and expansion.
• Foster a culture of continuous learning and development within the team.
• Ensure compliance with company policies and procedures.

Skills

Team leadership

Customer service

Communication skills

Data analysis

Problem solving

Process improvements

Job description

Roles and Responsibility

• Develop and implement effective strategies to enhance customer satisfaction and experience.
• Lead and manage high-performing teams, providing guidance and support to ensure success.
• Analyze performance metrics and identify areas for improvement.
• Collaborate with cross-functional teams to drive business growth and expansion.
• Foster a culture of continuous learning and development within the team.
• Ensure compliance with company policies and procedures.

Job Requirements

• Proven experience in leading teams in a BPO/Call Centre environment.
• Strong understanding of customer service principles and practices.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions.
• Strong problem-solving and leadership skills.
• Experience with process improvements and cost reduction initiatives.