Job summary
We are seeking an experienced Academy BPO Team Lead with 4 to 5 years of experience to join our dynamic team. The ideal candidate will have expertise in Customer Voice and MS Office and will thrive in a hybrid work model with rotational shifts. This role does not require travel and focuses on leading a team to achieve exceptional customer service outcomes.
Responsibilities
Lead a team of BPO professionals to deliver high-quality customer service.Oversee daily operations and ensure adherence to company policies and procedures.Provide guidance and support to team members to enhance their performance.Monitor and evaluate team performance implementing improvement plans as needed.Ensure effective communication within the team and with other departments.Develop and implement strategies to improve customer satisfaction and operational efficiency.Handle escalated customer issues and provide timely resolutions.Conduct regular training sessions to keep the team updated on best practices and new technologies.Utilize MS Office tools to create reports analyze data and present findings to management.Collaborate with other team leads to share insights and drive continuous improvement.Maintain a positive work environment that fosters teamwork and professional growth.Ensure compliance with all regulatory requirements and company standards.Adapt to rotational shifts and manage team schedules effectively.
Qualifications
Possess strong technical skills in Customer Voice and MS Office.Demonstrate excellent leadership and team management abilities.Exhibit strong problem-solving and decision-making skills.Show proficiency in data analysis and reporting.Have effective communication and interpersonal skills.Display a commitment to customer satisfaction and service excellence.
Certifications Required
Certified Customer Service Professional (CCSP) Microsoft Office Specialist (MOS)
