Team Leader - English BPO
Intouch CX
Multiple Vacancies
Posted on 27 Oct
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
5 Vacancies
Job Description
Roles & Responsibilities
Responsibilities:
- Lead, motivate, and manage a team of customer service representatives in an English BPO environment to achieve performance targets and deliver exceptional customer experiences.
- Monitor daily operations and ensure adherence to company policies, quality standards, and client requirements.
- Conduct regular team meetings, coaching sessions, and performance reviews to foster continuous improvement and professional development.
- Analyze team performance metrics and prepare reports for management, identifying trends and implementing action plans for improvement.
- Handle escalated customer issues and provide guidance to team members on complex queries.
- Collaborate with other departments to streamline processes and enhance service delivery.
- Ensure timely and accurate communication of updates, changes, and best practices to the team.
- Support recruitment, onboarding, and training of new team members.
- Promote a positive and inclusive team culture aligned with company values.
- Drive initiatives to improve customer satisfaction, retention, and overall team engagement.
Desired Candidate Profile
- 1-2 years of experience in a BPO or customer service environment, with exposure to team leadership or supervisory responsibilities.
- Proven ability to lead, coach, and motivate a diverse team in a fast-paced setting.
- Strong command of the English language, both written and verbal.
- Excellent problem-solving and conflict resolution skills.
- Demonstrated ability to analyze data and implement performance improvement strategies.
- Familiarity with omnichannel customer support platforms and CRM systems.
- Strong organizational and time management skills.
- Ability to work full-time in an on-site office environment.
- Flexibility to adapt to changing priorities and business needs.
- Commitment to delivering high-quality customer service and achieving team goals.
Company Industry
- Call Center
- BPO
- KPO
- Outsourcing
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Team Leader - English BPO
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