Contact Centre Team Lead

Updated: March 23, 2024 09:49 PM GMT

VentureSathi Business Services

Rourkela, Odisha

The Team Lead in the BPO sector plays a crucial role in managing and leading a team of customer service representatives or other specialized roles within the outsourcing environment. The primary responsibilities include overseeing daily operations, ensuring team productivity and efficiency, and maintaining high-quality service delivery to clients.

Responsibilities:
• Team Management:
• Lead and supervise a team of BPO professionals, providing guidance, support, and coaching.
• Foster a positive and collaborative team culture that encourages continuous improvement and professional development.
• Conduct regular team meetings to discuss goals, address concerns, and disseminate important information.
• Performance Monitoring and Evaluation:
• Monitor individual and team performance against established KPIs (Key Performance Indicators).
• Implement performance improvement plans as needed and recognize and reward high-performing team members.
• Conduct regular performance reviews and... More Detail