Job Title: Team Leader – BPO

Location: B-106, Sector-2, Noida

Reports To: Operations Manager

Job Overview:

The Team Leader will oversee and guide a team of customer service agents, ensuring high performance, quality service, and client satisfaction. This role involves coaching, monitoring metrics, and resolving escalated issues to meet operational goals.

Key Responsibilities:

Manage and motivate a team to meet performance targets.

Monitor and report on team metrics (e.g., call time, customer satisfaction).

Provide coaching and training to improve agent skills.

Handle escalated customer issues and ensure timely resolutions.

Ensure compliance with company policies and quality standards.

Drive continuous improvement in team performance.

Requirements:

2+ years in BPO with 1+ year in a leadership role.

Strong communication, leadership, and problem-solving skills.

Ability to manage and motivate a team.

Proficient in Microsoft Office and CRM systems.

Benefits:

Competitive salary and incentives.