Team Leader - Operations (Inbound)

TP; Mohali; On-site; INR 400,000 - 650,000; Full time

Job summary

TP in Mohali, India is seeking a Team Leader to supervise a customer service team in a fast-paced BPO environment. You will drive service quality, monitor performance, and coach agents to improve metrics.

You will collaborate with other departments, implement process improvements, and manage attrition. Strong communication, analytical skills, and mentoring experience are essential.

Qualifications

• Proven experience as a Team Leader or similar role in a BPO/Call Centre environment.
• Strong knowledge of inbound operations, customer service principles, and practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work in a fast-paced environment and adapt to changing situations.
• Strong analytical and decision-making skills with attention to detail.
• Experience with coaching, mentoring, and developing team members to improve performance.

Responsibilities

• Manage and supervise a team of customer service representatives to ensure high-quality service delivery.
• Develop and implement process improvements to increase efficiency and productivity.
• Analyze customer feedback and coach team members to enhance their performance.
• Collaborate with other departments to achieve business objectives.
• Monitor and control attrition rates to minimize turnover and improve retention.
• Implement quality assurance measures to maintain high standards of service.

Skills

Team leadership

BPO/Call Centre experience

Inbound operations knowledge

Communication skills

Analytical ability

Coaching/mentoring

Job description

Roles and Responsibility

• Manage and supervise a team of customer service representatives to ensure high-quality service delivery.


• Develop and implement process improvements to increase efficiency and productivity.


• Analyze customer feedback and coach team members to enhance their performance.


• Collaborate with other departments to achieve business objectives.


• Monitor and control attrition rates to minimize turnover and improve retention.


• Implement quality assurance measures to maintain high standards of service.

Job Requirements

• Proven experience as a Team Leader or similar role in a BPO/Call Centre environment.


• Strong knowledge of inbound operations, customer service principles, and practices.


• Excellent communication, interpersonal, and problem-solving skills.


• Ability to work in a fast-paced environment and adapt to changing situations.


• Strong analytical and decision-making skills with attention to detail.


• Experience with coaching, mentoring, and developing team members to improve performance.