Team Leader Operations - BPO

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.