Team Leader Bpo

Cape Town, Western Cape, South Africa

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: Team Leader - BPO

Job Responsibilities:

Lead and manage a team of customer service representatives in a BPO/Call Centre/Contact Centre environment.
Ensure the team meets performance targets and delivers exceptional customer service.
Monitor and evaluate team members' performance, providing feedback and coaching for improvement.
Handle escalated customer complaints and resolve issues in a timely and effective manner.
Develop and implement strategies to enhance team productivity and efficiency.
Collaborate with other departments to improve overall customer satisfaction and operational processes.
Analyze data and generate reports to track team performance and identify areas for improvement.
Stay updated with industry trends and best practices in customer service delivery.

Essential Qualifications:

Prior experience as a Team Leader in a BPO or Call Centre environment.
Excellent communication and interpersonal skills.
Strong leadership abilities with the ability to motivate and inspire team members.
Good problem-solving and decision-making skills.
Ability to handle and resolve customer complaints effectively.

Desired Experience:

Minimum 2 years of experience in a BPO or Call Centre role.
Experience managing a team of customer service representatives.
Familiarity with contact centre software and tools.
Proven track record of meeting or exceeding performance targets.
Experience in the insurance, healthcare, banking, or retail industries is a plus.

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