The Team Lead - BPO Operations will oversee daily operations, manage a team of Customer Service Representatives (CSRs), and ensure that service levels and key performance indicators (KPIs) are met. The ideal candidate will have strong leadership skills, experience in a BPO environment, and the ability to motivate and guide a team to achieve excellent results.
Key Responsibilities:
- Lead, coach, and mentor a team of CSRs to achieve performance targets.
- Monitor team performance and provide feedback to ensure continuous improvement.
- Manage shift schedules, ensuring adequate staffing levels to meet service demands.
- Resolve escalated customer issues promptly and efficiently.
- Analyze performance metrics and prepare reports for management.
- Ensure adherence to company policies and procedures.
- Conduct regular team meetings to discuss performance, updates, and address any concerns.
- Implement and monitor quality assurance measures.
- Collaborate with other departments to ensure seamless operations.
Qualifications:
- Bachelor’s degree or equivalent experience.
- 2+ years of experience in a leadership role within a BPO or call center environment.
- Strong understanding of BPO operations and customer service best practices.
- Excellent communication and interpersonal skills.
- Ability to work under pressure and manage multiple priorities.
- Proficiency in using call center software and MS Office.
pWe have great opportunities for the people who want to build their career and who want to achieve their goals and get higher earnings.MARS BPO is the only company who is paying highest salaries in Pakistan with good career opportunities./p
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