Team Leader (BPO set-up)

Job Description

• Motivates a team of Customer Service Associates through performance coaching, career planning and setting educational objectives.
• Participates in quality calibration and validation sessions.
• Resolves employee issues and act as the employee advocate when dealing with HR or departmental processes.
• Improves productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting, and employee engagement.
• Facilitates customer resolution for escalated calls and engage the necessary technical support.
• Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied
• Reports operational achievements and progress to the operations manager on a regular basis including statistical analysis and improvement of action plans.
• Works with operations manager to ensure operational consistency.
• Builds relationship with the operational and technical department management of our key customers.
• Develops a strong relationship with the sales teams to increase support services agreements sales. This includes negotiating and closing services contracts.
• Delivers and exceeds on all Team performance targets.

Qualifications

• At least 3 years experience as a Team leader in a BPO industry
• Must have a good understanding of a services business.
• Experience supporting global, high-availability operating environments.
• Demonstrated Leadership abilities and be achievement oriented.
• Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problem.
• Amenable to work on night shift, holidays and working onsite

Additional Information

Kindly attach your resume in your application. Only shortlisted candidates will be contacted via email.

Recruitment Process: Online HR Interview Face to Face Interview with the Operations with case study presentation