Team Lead - Customer Service - Telecom (5-8 Yrs) Chennai (After-Sales/Customer Service)

The BPO (Business Process Outsourcing) Team Lead is responsible for managing and overseeing a team of customer service representatives, ensuring efficient operation and excellent service delivery. The role involves performance management, process improvement, and acting as a liaison between the team and higher management. The ideal candidate will possess strong leadership skills, a deep understanding of BPO processes, and a commitment to driving team performance to achieve company goals.Key Responsibilities :Team Management :- Supervise, coach, and motivate a team of customer service representatives.- Conduct regular team meetings to communicate updates, expectations, and performance feedback.- Monitor and manage team performance, providing regular feedback and development opportunities.Performance Monitoring :- Track key performance indicators (KPIs) to ensure team members meet or exceed targets.- Analyze performance data to identify trends and areas for improvement.- Implement strategies to improve individual and team performance.Process Improvement :- Identify inefficiencies in current processes and recommend improvements.- Collaborate with management to develop and implement new procedures.- Ensure compliance with company policies and industry regulations.Customer Service :- Handle escalated customer issues and complaints, ensuring timely resolution.- Maintain high levels of customer satisfaction and quality service.- Ensure team members deliver consistent, high-quality customer interactions.Training and Development :- Develop and conduct training sessions to enhance team skills and knowledge.- Onboard new team members and ensure they are fully trained on company processes and systems.- Create and maintain training materials and resources.Reporting :- Prepare and present regular reports on team performance to senior management.- Maintain accurate records of team activities and performance metrics.- Use data to provide insights and recommendations for management.Communication :- Serve as a point of contact between the team and higher management.- Ensure clear and consistent communication of company goals and expectations.- Foster a collaborative and positive team environment. (ref:updazz.com)

Payroll Type : Permanent