• A BPO (Business Process Outsourcing) team leader oversees a team of agents or specialists, ensuring they efficiently complete tasks while maintaining quality and adhering to company policies. They act as a bridge between the team and management, providing guidance, resolving issues, and motivating team members. Key responsibilities include managing daily operations, setting performance goals, conducting performance evaluations, and providing training and feedback

Key Responsibilities of a BPO Team Leader: 

• Team Management:
• Overseeing the day-to-day activities of the team, ensuring tasks are completed efficiently and effectively. 
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Performance Monitoring:

Tracking key performance indicators (KPIs), such as call volume, average handle time, and customer satisfaction, to identify areas for improvement. 

Performance Management:

Providing regular feedback, coaching, and training to team members to enhance their performance and skills. 

Conflict Resolution:

Addressing and resolving any conflicts or issues that arise within the team or with clients. 

Communication:

Maintaining clear and open communication with team members, management, and clients. 

Training and Development:

Identifying training needs and providing necessary training to improve team members' knowledge and skills. 

Meeting Facilitation:

Organizing and facilitating team meetings, setting agendas, and ensuring productive discussions. 

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Goal Setting:

Working with management to establish team goals and objectives and monitoring progress towards achieving them. 

Reporting:

Preparing reports on team performance and key metrics for management. 

Motivation and Engagement:

Fostering a positive and motivating work environment to boost team morale and productivity. 

2nd year completed/College Grad

• 2-3 yrs exp as a Team Lead in a sales LOB (required)
• Experience in handling KPIs related to sales quota for any products
• Strong understanding on handling objections
• Can negotiate