Team Leader

TP; Jaipur; On-site; INR 600,000 - 1,200,000; Full time

Job summary

TP in Jaipur, India is seeking a Team Leader to guide a customer service team, drive service levels, and foster a culture of continuous improvement.

You will design and deliver targeted training, monitor feedback, and partner with other departments to resolve issues, ensuring policy compliance and career growth for team members.

Qualifications

• Proven experience as a Team Leader in a BPO/Call Centre environment.
• Strong knowledge of customer service principles and practices.
• Excellent communication, leadership, and problem-solving skills.
• Ability to work in a fast-paced environment and adapt to changing situations.
• Strong analytical and decision-making skills.
• Experience with team management tools and software.

Responsibilities

• Manage and supervise a team of customer service representatives to achieve high levels of customer satisfaction.
• Develop and implement effective training programs to enhance team performance and productivity.
• Monitor and analyze customer feedback to identify areas for improvement and implement changes.
• Collaborate with other departments to ensure seamless operations and resolve issues promptly.
• Coach and mentor team members to improve their skills and career growth.
• Ensure compliance with company policies and procedures.

Skills

Team leadership

Customer service

Communication

Problem-solving

Coaching

Performance analysis

Tools

Team management software

CRM software

Job description

Roles and Responsibility

• Manage and supervise a team of customer service representatives to achieve high levels of customer satisfaction.
• Develop and implement effective training programs to enhance team performance and productivity.
• Monitor and analyze customer feedback to identify areas for improvement and implement changes.
• Collaborate with other departments to ensure seamless operations and resolve issues promptly.
• Coach and mentor team members to improve their skills and career growth.
• Ensure compliance with company policies and procedures.

Job Requirements

• Proven experience as a Team Leader in a BPO/Call Centre environment.
• Strong knowledge of customer service principles and practices.
• Excellent communication, leadership, and problem-solving skills.
• Ability to work in a fast-paced environment and adapt to changing situations.
• Strong analytical and decision-making skills.
• Experience with team management tools and software.