BPO Team Leader

Job Description

Kalyani BPO Services is seeking an experienced BPO Team Leader to supervise customer support teams and ensure operational excellence. The role involves managing team performance, achieving service level agreements, and coaching team members for continuous improvement. The ideal candidate should possess strong leadership, communication, and problem-solving skills. This position offers excellent career growth opportunities in a dynamic BPO environment.

Key Responsibilities
Lead and supervise a team of customer service executives.
Monitor daily team performance against KPIs and SLAs.
Conduct regular coaching sessions and performance reviews.
Motivate team members to achieve productivity and quality goals.
Handle escalated customer concerns professionally.
Prepare operational reports and performance dashboards.
Coordinate with Quality, Training, and Workforce teams for process improvements.
Ensure adherence to company policies, client requirements, and operational standards.