Team Leader - Operations - BPO

Role: Team Leader - Operations

Type: FullTime

Location: Onsite

Job description:

- To ensure that the daily and monthly targets are met.

- Analyze various reports to enhance productivity and conversions.

- Ensure team meets and exceed Stipulated Timelines and Service level Agreements.

- Achieve KPI and productivity targets for the team

- Do KRA management and reporting

- Prepare and submit periodic Team performance reports.

- Call handling to develop first hand sensing of customer pulse and manage irate customers.

- Audit Calls and identify the training requirements of each Team Member.

- Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required.

- To ensure that at no point in time the team lacks supervision.

- Team Leads are responsible for staff retention

- Attending call calibrations with quality and training team.

- Preparing monthly TL review to gauge individual and teams performance.

- Client interaction as and when required; incorporate feedback into the system.

- Give timely real time feedback with a view towards improving Operational and individual efficiency

- Absenteeism and attrition management

- Contribute to adding value to the engagement

- Scheduled regular coaching and feedback

- Monitor and maintain quality of interaction with customers.