Team Leader Operations - BPO

Witbloom Training Placement · Coimbatore · onsite · Posted 64d ago

Not disclosed4–9 yrsfulltimeSourced from Foundit

About a minute. You'll make an account on the way through.

About this role

We are seeking a dynamic and experienced Team Leader Operations to oversee our BPO team in India. The ideal candidate will have a proven track record of leading teams to achieve operational excellence, ensuring high levels of customer satisfaction while driving continuous improvement.

Responsibilities

Lead and manage a team of operations staff to ensure efficient and effective service delivery.
Monitor performance metrics and implement strategies for improvement.
Conduct regular team meetings to communicate goals, provide feedback, and motivate team members.
Develop and maintain standard operating procedures (SOPs) to enhance operational efficiency.
Collaborate with other departments to ensure seamless operations and achieve company objectives.
Train, mentor, and support team members in their professional development.
Handle escalated customer issues and ensure resolutions are in line with company policies.
Prepare and present reports on team performance and operational improvements to upper management.

Skills and Qualifications

4-9 years of experience in a BPO or call center environment, preferably in a leadership role.
Strong understanding of BPO operations and best practices.
Excellent communication and interpersonal skills.
Proven ability to lead and motivate a team to achieve targets.
Strong analytical and problem-solving skills.
Familiarity with performance metrics and reporting tools.
Ability to work in a fast-paced environment and manage multiple tasks effectively.
Proficient in Microsoft Office Suite and other relevant software.

Sourced from foundit

Skills

process optimizationperformance metricsOperational Excellenceteam managementClient RelationsQuality Assurancedata analysis

Responsibilities

Lead and manage a team of operations staff to ensure efficient and effective service delivery.

Monitor performance metrics and implement strategies for improvement.

Conduct regular team meetings to communicate goals, provide feedback, and motivate team members.

Develop and maintain standard operating procedures (SOPs) to enhance operational efficiency.

Collaborate with other departments to ensure seamless operations and achieve company objectives.

Train, mentor, and support team members in their professional development.

Handle escalated customer issues and ensure resolutions are in line with company policies.

Prepare and present reports on team performance and operational improvements to upper management.

Skills and Qualifications

4-9 years of experience in a BPO or call center environment, preferably in a leadership role.

Strong understanding of BPO operations and best practices.

Excellent communication and interpersonal skills.

Proven ability to lead and motivate a team to achieve targets.

Strong analytical and problem-solving skills.

Familiarity with performance metrics and reporting tools.

Ability to work in a fast-paced environment and manage multiple tasks effectively.

Proficient in Microsoft Office Suite and other relevant software.