Senior Team Leader - Inbound & Outbound BPO Processes (Domestic)

Do you thrive in a fast-paced environment and have a passion for building high-performing teams?

We're seeking a motivated and experienced Senior Team Leader to join our dynamic BPO (Business Process Outsourcing) team! In this role, you will play a critical role in overseeing both inbound and outbound domestic processes, ensuring our team consistently delivers exceptional customer service. You'll be a coach, mentor, and leader, fostering a positive and productive work environment that drives results.

Responsibilities:
• Team Leadership & Development:

o Lead and motivate a team of agents handling inbound and outbound calls.

o Set clear performance goals for the team and individual members.

o Delegate tasks effectively, considering strengths and weaknesses.

o Provide ongoing coaching and mentorship to develop team members' skills in communication, problem-solving, and process adherence.

o Recognize and reward high performance and identify areas for improvement.
• Process Management & Optimization:

o Ensure efficient and accurate handling of inbound and outbound calls according to established protocols.

o Monitor team performance metrics (e.g., call handling time, customer satisfaction) and identify areas for improvement.

o Implement process improvements to enhance efficiency and effectiveness.

o Analyze data and reports to identify trends and make data-driven decisions.
• Quality & Customer Satisfaction:

o Conduct quality assurance reviews to ensure adherence to company standards and customer satisfaction goals.

o Identify and escalate complex customer issues to the appropriate team.

o Work collaboratively with other teams to resolve customer inquiries and complaints.

Qualifications:
• Minimum of 5 years of experience in a BPO team leadership role, preferably with experience in both inbound and outbound processes.
• Proven track record of success in motivating and developing BPO teams to achieve performance targets.
• Strong understanding of domestic BPO operations and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to prioritize tasks, manage time effectively, and meet deadlines.
• Proficiency in BPO-specific software and tools (e.g., call center platforms, CRM systems).
• A bachelor's degree in a relevant field (business administration, communication, etc.) is preferred.

Benefits:
• Competitive salary and benefits package.
• Opportunity to work in a fast-paced and dynamic environment.
• Make a real impact on the success of the company and customer satisfaction.
• Professional development opportunities.

Ready to lead a successful BPO team? Apply today!

Job Type: Full-time

Pay: ₹20,144.51 - ₹25,275.09 per month

Jadwal:
• Day shift

Experience:
• total work: 5 years (Preferred)

Language:
• English (Preferred)

Work Location: In person