Team Lead - BPO Operations ( Permanent Work)
- Smarter Biz
- 3 to 5 Yrs
- Multi-City, India
- 3 years ago
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Job Description
Permanent Work from Home
We are looking for a qualified team leader to manage our team and provide effective guidance. You will be responsible for supervising, managing and motivating team members on a daily basis.
As a team leader, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration.
Ultimately, you should lead by setting a good example and engaging the team to achieve goals.
Required Skills and Experience:
- Minimum of 3 years experience within a contact centre environment as a Team Leader
- Team management experience
- Shrinkage& Attrition control.
- End to End business KIP deliverance
- Client interaction
- Daily performance update to the management and Client
- Have a strong Knowledge of evaluating the performance KPIs like C-SAT RR, PCD and other basic Hygienic basic KRAs.
- Coaching and communication skills
- Experience within customer services
- Excellent leadership and communication skills
- Strong coaching and people-development skills through call listening, quality feedback, etc.
- Ability to deal with demanding customers and escalations
- Energetic and motivating individual
- Creative thinking & Decision-making skills
Responsibilities
- Work closely with the team, motivating and coaching them
- Hosting 1-2-1s and team meetings
- Keeping up to date with business development and new Updates of Process.
- Reporting to the Customer Service Manager
- Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
- Ensure training and development plans are maintained for all team members
- Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
- Manage the fair and consistent application of performance management and disciplinary measures as necessary
- Support the Operations Manager to highlight operational risks and areas for improvement
- Lead and inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction
- Work with the management team to identify and deliver positive change and business efficiencies
- Deliver the allocated part of the operation within agreed budgets, service levels and business targets
- Escalate any appropriate problems to senior management
- Support the Senior Manager to highlight operational risks and areas for improvement
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center Role Category: Customer Service (Domestic)Operations Management / Process Analysis Functional Area: Not ApplicableRole/Responsibilies: Team Lead - BPO Operations ( Permanent Work)Contact Details:
Company: SmarterLocation(s): Multi-City, India
Keyskills: reporting team building team management data management team leading skills executive support team leading meeting scheduling team handling target achievement
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