Team Leader - Operations - BPO

We have an urgent opening for the role of Team Leader Operations with a leading International BPO based out of Bangalore for a Customer Service domain, Voice Que Process.

- Manage and deliver teams performance as per SLA.

- To monitor Process compliance and implementations.

- Drive C-Sat.

- Manage and control shrinkage.

- Resource allocation of work and resources.

- Regular updation of process updates and changes.

- Responsible for Direct Client Interaction

- Guide & Assist team members

- Attend process queries, take escalations calls and manage the floor.

- Review team performance on a regular basis & Performance management.

- Evaluation of training needs.

- Continuous improvement and implementations of the best practices.

- Analysis and independent decision making.

- Hold and attend team meetings.

- Drive R & R.

- Manage all the administrative and support functions

- Review team performance on a day-to-day basis. Ensure teams performance meets / exceeds client requirements.

- Ensure team adheres to client and function expectations, standards, guidelines and procedures.

- Meet / exceed operational targets

Desired Candidate Profile

- Excellent Communication & interpersonal Skills.

- Must have atleast 3 Years experience in INTERNATIONAL VOICE PROCESS

- Existing Team Leaders on papers may only apply.

- must have exp in handling team and providing remote support.

- Excellent logical skills.

- Able to manage projects independently.

Interested candidate may please share their resume at mitali@jobshapers.com

Mitali