Team leader - BPO Operations

• Achieving Quality % as per the SLA.
• Effective spoken English communication with U.S. Clients.
• Working on Process Improvements.
• Doing FMEA, RCA & BCP.
• Handling Client communication through emails and conference calls.
• Motivating the team members
• Lead By Example.
• Encourage Team Building Activities.
• Forecast challenges
• Proficient in MS-Excel and MS-Powerpoint
• Decision making & Time Management Skills
• Goal Setting.
• Strict adherence of TAT for daily delivery as per SLA.
• Meeting Client & Senior Management expectations.
• Keeping Employee Attrition as low as possible.
• Doing Training Need Analysis of the team members
• Providing Floor Support
• Working on Under Performers within the team to get them upto the mark.
• Conducting Performance Reviews – Monthly & Annually.
• Maintaining Daily, Weekly and Monthly Reports and presenting the team performance to senior management.
• Determine Star Performers from within the team and recommend them for R&R.
• Listen to Team Members’ feedback / concerns and resolve grievances / conflicts if any.
• Establish and convey targets to the team members.

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹22,000.00 per month

Application Question(s):

• Have you worked as a Team Leader in BPO Company.
• How many years of experience do you have as a Team Leader?

Work Location: In person