Team Management - Supervising and managing a team of agents, including their performance, productivity, and adherence to business regulations and procedures.
Performance Monitoring - Maintain and evaluate individual and team performance metrics such as quality scores, average handle time, customer satisfaction ratings and sales targets.
Coaching and Training - Team Members need constant coaching, monitoring and training to enhance their skill set, product knowledge and customer service capabilities.
Work Allocation -Assigning tasks, projects and client assignments based on each team member’s skill set and workload capabilities.
Quality Assurance - Maintaining quality standards in BPO and conducting frequent quality audits to identify improvement areas and provide feedback to agents.
Overall, the roles and responsibilities of a team leader in BPO include guiding and assisting the team in achieving operational excellence, completing sales outsourcing needs, meeting objectives, and providing exceptional client experiences.