Team Leader

Job Overview

Job Description

Team Leaders in Business Process Outsourcing are required for ensuring smooth operations and effective team management. Some Common roles and responsibilities of team leader in BPO are:

• Team Management - Supervising and managing a team of agents, including their performance, productivity, and adherence to business regulations and procedures.
• Performance Monitoring - Maintain and evaluate individual and team performance metrics such as quality scores, average handle time, customer satisfaction ratings and sales targets.
• Coaching and Training - Team Members need constant coaching, monitoring and training to enhance their skill set, product knowledge and customer service capabilities.
• Work Allocation -Assigning tasks, projects and client assignments based on each team member’s skill set and workload capabilities.
• Quality Assurance - Maintaining quality standards in BPO and conducting frequent quality audits to identify improvement areas and provide feedback to agents.

Overall, the roles and responsibilities of a team leader in BPO include guiding and assisting the team in achieving operational excellence, completing sales outsourcing needs, meeting objectives, and providing exceptional client experiences.

Tags