BPO Team Leader

Job Description

About Us: Virtuoso Professional Services is a leading new-age outsourcing and consulting services firm, currently based in Delhi NCR. It is lead managed by highly qualified professionals with experiences in different geographies as well as different industries, bringing and offering a vast horizon of insights and solutions for our clients. To read more about our firm, please visit www.consultvirtuoso.com. Job Overview: The BPO Team Leader leads the CSR and provides them with the necessary support and making sure that the work flow is going as planned. Key Responsibilities: 1. Ensures the quality-of-service delivery by customer service representatives and performs the necessary quality management checks that meet targets. 2. Support CSR in case of any customer exclamation and customer complaints. 3. Demonstrates knowledge of organization’s policies, e.g., internal standards or service level agreements. 4. Assists the customer service representatives in addressing customer escalations and promoting a service oriented work environment. 5. Ensures that the set call center KPIs are attained. If required, start answering the phone to manage the team performance. 6. Compiles weekly and monthly management reports for all team members. 7. Identifies and reviews expected service levels and quality goals. 8. Ensures complaints/concerns are resolved or escalated in a timely manner. 9. Manages call volumes, e.g., peak times. 10. Maintain the confidentiality of internal and external information. 11. Apply and fulfill company’s policies and procedures. 12. Implement and act in accordance with the organization’s information security policies. 13. Protect assets from unauthorized access, disclosure, modification, destruction or interference 15. Report security events or potential events or other security risks to the organization. Qualifications: • A bachelor's degree is mandatory. • Minimum 3+ years of experience in an agent role. • Fluent English • Strong collaboration, and teambuilding skills • Strong decision making and problem-solving skills • Strong leadership skills, including the ability to work effectively as a leader in a group of peers • Strong communication skills (verbal, written, and listening) • Ability to analyze data and develop action plans to address identified needs. • Personal attributes- adaptable, patient, organised, personable. • Professional proficiency in English Language. • Competencies: o Leadership- Takes initiative, takes ownership, demonstrates accountable and independent behaviour, displays early signs of leadership, Demonstrates company values o Communication Skills- Utilizes appropriate professional communication as required with his peers and superiors, demonstrates good business acumen. Exhibits good presentation skills. o Teamwork- cooperative and positive attitude with peers and superiors. o Result Oriented- Understand results desired from his work, must manage the tasks within the assigned time frames, meets deadlines with desired work quality, holds self-accountable to results, comply with all company policies and processes including punctuality and attendance and shift hours. o Problem Solving and Decision Making- Demonstrates problem solving skills, makes sound decisions at the level required for his job. Other Details: • Work From Office Model • Office Location: Delhi NCR • Office Timings: 9:30 AM to 6:30 PM • Job Type: Full Time and Permanent • Hiring Process: Takes 2-4 weeks Perks & Benefits Beyond the Salary: • Possible opportunities to travel (foreign) for work • Competitive salary • Opportunities for professional growth and development • A collaborative and supportive work environment Please apply today! Vacancies are filling fast!