Team Leader - Operations
Axiant Business Solutions Private Limited
Patna, Bihar, India · Full Time
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- Experience
- 2–5 yrs
- Salary
- INR 20,000 – INR 22,000 / month
- Openings
- 1
- Posted
- 3 weeks ago
- Work mode
- In office
- Education
- Bachelor's degree preferred
- Eligibility
- Candidates with 2 to 5 years of experience in BPO or contact center operations and 1 to 2 years in a leadership or supervisory position can apply. Prior involvement in customer service, sales, technical support, or back-office support enhances fit. Bachelor's degree preferred.
- Resume
- Required to apply
Where you'll work
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Job description
About the Role
We are seeking a dynamic Team Leader for our BPO operations based in Patna, Bihar. This role involves leading a team of customer service executives to meet performance benchmarks and uphold quality standards in service delivery.
Responsibilities
- Lead, inspire, and oversee a group of customer service representatives to achieve organizational goals.
- Track and evaluate daily team performance metrics including productivity, quality, customer satisfaction, and attendance.
- Organize regular team briefings, coaching opportunities, and performance appraisals.
- Provide support and guidance to team members for managing customer inquiries and escalating issues effectively.
- Ensure team compliance with company policies, procedures, and legal requirements.
- Analyze operational reports to pinpoint areas for improvement.
- Generate and maintain comprehensive operational dashboards and reports.
- Collaborate with quality assurance, training, workforce management, and operations departments.
- Promote employee engagement and foster professional development among team members.
- Manage resource planning, including staffing, scheduling, and leave management, to ensure consistent service levels.
Required Skills and Qualifications
- Proven leadership and team management capabilities.
- Strong verbal and written communication proficiency.
- Excellent problem-solving and decision-making skills.
- Familiarity with contact center processes and performance measurement metrics.
- Aptitude for coaching, mentoring, and nurturing team skills.
- Competent in MS Excel, PowerPoint, and various reporting software.
- Customer-centric approach and mindset.
Performance Metrics
- Customer Satisfaction (CSAT)
- Quality Assurance Scores
- Average Handle Time (AHT)
- Service Level Achievement
- First Call Resolution (FCR)
- Team Output and Productivity
- Attendance and Adherence to Schedule
- Retention of Employees
Eligibility
The role is suitable for individuals with 2 to 5 years of experience in BPO or contact center environments, including 1 to 2 years in a supervisory or team leadership capacity. Experience across customer service, sales, technical support, or back-office functions is preferred. A bachelor's degree is desirable.
Compensation
The monthly salary for this position ranges from INR 20,000 to INR 22,000.
Minimum education
Bachelor's Degree
Industry
BPO & Outsourcing