Team Leader

Job Description: Team Leader (BPO) Bangalore

1. Team Supervision & Performance Management:
   
• Lead a team of agents to achieve and exceed KPIs, including quality, productivity, and customer satisfaction.
• Monitor team performance, provide feedback, and implement action plans to improve efficiency.
2. Training & Development:
   
• Conduct regular coaching sessions to enhance agent skills and product knowledge.
• Facilitate team training on process updates, quality guidelines, and soft skills.
3. Operational Management:
   
• Ensure adherence to service level agreements (SLAs) and operational guidelines.
• Manage shift schedules, workflow allocation, and resource planning to meet business objectives.
4. Customer Interaction & Issue Resolution:
   
• Act as the point of escalation for complex customer queries and complaints.
• Ensure prompt resolution of issues to maintain customer satisfaction and loyalty.
5. Reporting & Analysis:
   
• Generate daily, weekly, and monthly performance reports for management review.
• Analyze metrics to identify trends and propose process improvement strategies.

Location: Bangalore