Team Leader (BPO) - Zendesk Experience Required
Position Summary:
We are seeking a highly motivated and experienced Team Leader to manage and lead a team of customer support agents in a fast-paced BPO environment. The ideal candidate will have experience using Zendesk as a primary customer support platform and be passionate about delivering exceptional service. As a Team Leader, you will be responsible for guiding, coaching, and mentoring your team to ensure they meet service level agreements (SLAs), improve customer satisfaction, and achieve performance goals.
Key Responsibilities:
- Lead, motivate, and manage a team of customer support agents to achieve departmental goals and KPIs.
- Oversee the daily operations of the team, ensuring efficient handling of customer queries via Zendesk.
- Monitor agent performance and provide constructive feedback, coaching, and training as needed.
- Ensure that Zendesk tickets are being handled in a timely and effective manner, maintaining high-quality standards.
- Act as the point of escalation for complex customer issues and ensure swift and effective resolution.
- Analyze performance metrics and customer feedback to identify areas for improvement and implement corrective actions.
- Provide regular reports on team performance, customer satisfaction, and other relevant metrics to management.
- Collaborate with other departments to resolve issues and improve customer experience.
- Conduct regular team meetings and one-on-one sessions to ensure consistent communication and performance development.
- Assist in recruitment, onboarding, and training of new team members.
Requirements:
- Atleast 3 years of experience as a Team Leader or Supervisor in a BPO or customer service role.
- Experience using Zendesk is a must! (Zendesk certification required).
- Strong leadership and communication skills.
- Ability to handle customer issues and make decisions under pressure.
- Good problem-solving and analytical skills.
Position Summary:
We are seeking a highly motivated and experienced Team Leader to manage and lead a team of customer support agents in a fast-paced BPO environment. The ideal candidate will have experience using Zendesk as a primary customer support platform and be passionate about delivering exceptional service. As a Team Leader, you will be responsible for guiding, coaching, and mentoring your team to ensure they meet service level agreements (SLAs), improve customer satisfaction, and achieve performance goals.
Key Responsibilities:
- Lead, motivate, and manage a team of customer support agents to achieve departmental goals and KPIs.
- Oversee the daily operations of the team, ensuring efficient handling of customer queries via Zendesk.
- Monitor agent performance and provide constructive feedback, coaching, and training as needed.
- Ensure that Zendesk tickets are being handled in a timely and effective manner, maintaining high-quality standards.
- Act as the point of escalation for complex customer issues and ensure swift and effective resolution.
- Analyze performance metrics and customer feedback to identify areas for improvement and implement corrective actions.
- Provide regular reports on team performance, customer satisfaction, and other relevant metrics to management.
- Collaborate with other departments to resolve issues and improve customer experience.
- Conduct regular team meetings and one-on-one sessions to ensure consistent communication and performance development.
- Assist in recruitment, onboarding, and training of new team members.
Requirements:
- Atleast 3 years of experience as a Team Leader or Supervisor in a BPO or customer service role.
- Experience using Zendesk is a must! (Zendesk certification required).
- Strong leadership and communication skills.
- Ability to handle customer issues and make decisions under pressure.
- Good problem-solving and analytical skills.