Bpo Team Leader

We are looking for a Team Leader to join our team Skywings Advisors Pvt ltd. to handle team queries, provide exceptional support and resolve queries related to Industry. The role offers an attractive in-hand salary and opportunities for growth.

Key Responsibilities:

• Manage a team of Customer Service Executives handling international voice calls.

• Monitor team performance on key metrics such as AHT (Average Handling Time), CSAT, FCR, Quality, and SLA adherence.

• Conduct regular team huddles, feedback sessions, and one-on-one coaching to drive performance.

• Handle escalated customer queries effectively, ensuring resolution and customer satisfaction.

• Prepare daily/weekly/monthly performance reports and share insights with management.

• Ensure compliance with process guidelines, security protocols, and client expectations.

• Motivate and engage team members to maintain high morale and minimize attrition.

• Identify training needs and coordinate with the training team to upskill agents.

• Drive process improvement initiatives to enhance customer experience and efficiency.

Required Skills & Competencies:

• Strong communication skills (verbal and written) with a neutral/clear accent.

• Prior experience as a Team Leader/Supervisor in an International Voice Process (minimum 1–3 years).

• People management and conflict resolution skills.

• Ability to work with performance metrics and manage a target-driven environment.

• Strong analytical, problem-solving, and decision-making skills.

• Flexible to work in 24/7 shifts, including weekends and night shifts.

• Proficiency in MS Office (Excel, PowerPoint, Word).

Key Performance Indicators (KPIs):

• Achievement of SLA targets (CSAT, AHT, FCR, Quality scores).

• Team productivity and efficiency.

• Attrition and absenteeism control.

• Timely reporting and escalations.

• Continuous process improvement initiatives.

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 3 years of experience.

More about this Bpo Team Leader job

1. What is the eligibility criteria to apply for this Bpo Team Leader job?
   Ans: The candidate should be All Education levels and above with 1 - 3 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹50000 - ₹50000 per month that depends on your interview. It's a Full Time job in Mumbai.
3. How many working days are there for this Bpo Team Leader job?
   Ans: This Bpo Team Leader job will have 5 working days.
4. Are there any charges applicable while applying or joining this Bpo Team Leader job?
   Ans: No, there is no fee applicable for applying this Bpo Team Leader job and during the employment with the company, i.e., SKYWINGS ADVISORS PRIVATE LIMITED.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Bpo Team Leader role?
   Ans: There is an immediate opening of 2 Bpo Team Leader at SKYWINGS ADVISORS PRIVATE LIMITED
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Bpo Team Leader job?
   Ans: This Bpo Team Leader job has Rotational Shift.