BPO Team Leader

DVP Enterprises

Call Center Team Leader Role & Responsibility

Call center team leaders oversee workers who respond to customer

inquiries. They work at facilities that receive incoming phone calls

and/or electronic messages from people who have concerns about a

company

’

goods or services. Call center team leaders make sure

employees know how to respond to what is being asked and do so in

a manner that puts the company in a good light.

Call center team leaders work regular, full-time hours. If their employer

offers evening or weekend customer service, they may be called upon

to handle those shifts. Extended hours also are common during the

holiday season or other busy periods.

TEAM LEADER RESPONSIBILITIES

Be in charge of running and managing the call center daily

Set targets for all other call center agents to meet up with

Schedule and organize shift patterns for other team members to ensure that customers are never left

unattended to

Understand all organization

’

s products, services, procedures, and guidelines and communicate same to

all team members

Prepare forecasts and budgets for the call center

Monitor all calls to ensure that due procedures and quality standards are strictly adhered to

Facilitate and organize a training session for all agents and participate in the recruitment of new call

center agents

Conduct regular review of all call center agents

'

performance and organize training sessions for

underperformers

Submit regular reports to management and seek new ideas and strategies to improve performance at

the center

Keep up with trends and happenings in the industry and ensure adherence to industry standards

Ensure that clients are kept happy and satisfied at all times by providing prompt responses and

solutions to their challenges at all times

Ensure a safe and harmonious working environment for all other team members and delegate duties to

all team members.

Proven experience as a call center manager or similar position

with min 2 years of Experience in customer

• Experience

  2 - 3 Years

• No. of Openings

  25

• Education

  B.A, M.A, M.B.A/PGDM, M.Com

• Role

  BPO Team Leader

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  Female

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office