Bpo team leader

Company Description Extramile Fortune HR Solutions Pvt. Ltd. focuses on bringing out the best in people by applying effective and tailored HR strategies. The organization partners with clients to help them realize their full potential in the workplace. It is committed to designing careers and professional paths that individuals genuinely value. By aligning HR practices with personal and organizational goals, Extramile Fortune HR Solutions supports sustainable growth and meaningful work experiences. Role Description The BPO Team Leader is a full-time, on-site role based in Amritsar, responsible for leading and managing a team of customer service representatives in a business process outsourcing environment. This role involves monitoring daily operations, allocating work, setting performance targets, and ensuring adherence to service-level agreements and quality standards. The BPO Team Leader will coach team members, provide regular feedback, handle escalated customer issues, and support training and development activities. Additional responsibilities include tracking key performance metrics, preparing reports for management, coordinating with other departments, and contributing to continuous process improvement to enhance customer satisfaction and operational efficiency. Qualifications Strong team leadership and people management skills, including coaching, mentoring, and performance management.Experience in BPO or contact center operations, with knowledge of customer service practices and call-handling procedures.Excellent communication skills (verbal and written), with the ability to handle escalations and interact effectively with clients and stakeholders.Analytical and problem-solving skills for monitoring metrics, identifying issues, and implementing process improvements.Organizational and time management skills to manage shifts, workloads, and deadlines in a fast-paced environment.Proficiency with basic computer applications and contact center tools; familiarity with CRM or ticketing systems is an advantage.Ability to work on-site in Amritsar and collaborate with cross-functional teams.Prior experience as a team leader or supervisor in a BPO or similar setting preferred; a diploma or bachelors degree in any discipline is beneficial. .