Team Lead - BPO (Voice Support)

Job description

BASIC PURPOSE:

The team leader will manage the people, processes, and stakeholders for a given process. Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks (Productivity/TAT/accuracy)

ESSENTIAL FUNCTIONS:

· Ability to lead team size of 200+ associates.

· Ability to listen and communicate effectively.

· Should be able to direct team’s effort to meet the set process SLAs consistently.

· Basic understanding of Quality concepts like Lean & waste identification

· Ensure relevant processes are followed on the operational floor.

· Conduct calculations to determine the staffing requirements every quarter. This calculation should be shared with the Managers.

· Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks.

· Manage and optimize workflows (pipeline and individual work queues) through appropriate.

· Participate in calls with the client to understand expectations, provide feedback and reports and resolve queries or escalations.

· Identify, facilitate, and implement process improvement initiatives to improve efficiency.

· Measure and review the Quality and productivity of the team and provide one to one feedback to ensure high quality and discipline.

· Handle customer complaints and escalations efficiently.

· Manage team absenteeism, attrition, attendance, breaks and conduct.

· Drive Customer Service positively and motivate team members to provide great customer service.

REPORTING RELATIONSHIPS: Associate & Senior Associates

QUALIFICATIONS:

• Minimum 5+ years of experience

• Bachelor’s degree – any stream.

• Process Transition Experience will be an added advantage.

• Should have good knowledge of MS Excel, Power Point and Word.

• Excellent communication skills.