A Naukri Group company
लॉगिनहायर लोकल स्टाफ
A Naukri Group companyलॉगिनहायर लोकल स्टाफ
28,000 - 34,000 /महीना
Dazzle It Services Private Limited
औद्योगिक क्षेत्र मोहाली फेज 9, मोहाली
ग्राहक सहायता / टेलीकॉलर में 1 - 2 वर्षो का अनुभव
फुल टाइम
Job Description – Team Leader (BPO/Customer Service)
Job Title: Team Leader
Location: As per business requirement
Qualification: Graduate
Experience: Prior experience as a Team Leader in a BPO/Customer Service environment preferred
Joining: Immediate Joiners Preferred
Job Overview
We are looking for experienced and dynamic Team Leaders to manage and support a team in a BPO/Customer Service environment. The ideal candidate should have strong communication, leadership, team management, and operational skills, with the ability to drive team performance and achieve business targets.
Key Responsibilities
- Manage, lead, and motivate a team of Customer Service Executives/Associates.
- Monitor daily team performance and ensure achievement of assigned targets and KPIs.
- Conduct regular team meetings, briefings, and performance reviews.
- Provide coaching, feedback, and training to improve employee performance and productivity.
- Handle team escalations and support team members in resolving customer-related issues.
- Monitor attendance, adherence, productivity, quality, and overall team performance.
- Prepare and share daily, weekly, and monthly performance reports.
- Identify performance gaps and implement improvement plans.
- Ensure compliance with company policies, processes, and operational guidelines.
- Coordinate with Operations, Quality, Training, HR, and other internal teams.
- Maintain a positive and productive work environment within the team.
- Support management in achieving overall business and operational objectives.
Required Skills & Qualifications
- Graduate in any discipline.
- Prior experience as a Team Leader in BPO, Customer Service, or Contact Center operations is preferred.
- Strong verbal and written communication skills.
- Excellent team handling and people management abilities.
- Good knowledge of performance management and KPI tracking.
- Strong problem-solving and decision-making skills.
- Ability to handle escalations and work under pressure.
- Good operational and reporting skills.
- Basic knowledge of MS Excel and reporting tools is preferred.
- Ability to motivate and engage team members.
Preferred Candidate Profile
- Candidates with prior experience in BPO/Customer Support/Customer Service operations.
- Strong leadership and team management experience.
- Target-oriented and performance-driven mindset.
- Excellent interpersonal and communication skills.
- Immediate Joiners or candidates with a short notice period will be preferred.
