Job summary
We are seeking a highly motivated and experienced BPO TeamLead Operations with 9 to 10 years of experience in customer voice and customer service. The ideal candidate will manage and oversee the daily operations of our BPO team ensuring exceptional service delivery and customer satisfaction. This role requires working from the office with rotational shifts.
Responsibilities
Oversee the daily operations of the BPO team to ensure efficient and effective service delivery.Provide guidance and support to team members to achieve performance targets and maintain high-quality standards.Monitor and evaluate team performance implementing improvement plans as needed.Ensure compliance with company policies procedures and regulatory requirements.Develop and implement strategies to enhance customer satisfaction and retention.Coordinate with other departments to resolve customer issues and improve service processes.Conduct regular team meetings to communicate updates address concerns and provide training.Analyze performance data to identify trends and areas for improvement.Manage escalated customer issues and provide timely resolutions.Maintain accurate records of team activities performance metrics and customer interactions.Foster a positive and collaborative team environment to promote employee engagement and productivity.Stay updated on industry trends and best practices to continuously improve service delivery.Prepare and present reports on team performance and operational metrics to senior management.
Qualifications
Possess a minimum of 9 years of experience in customer voice and customer service.Demonstrate strong leadership and team management skills.Exhibit excellent communication and interpersonal abilities.Show proficiency in analyzing performance data and implementing improvement plans.Have a solid understanding of BPO operations and industry best practices.Display the ability to handle escalated customer issues effectively.Be capable of working in rotational shifts and adapting to changing work environments.
Certifications Required
Certified Customer Service Professional (CCSP) or equivalent certification in customer service.
