Bpo Operations Team Lead

Ideal Candidate must have Team Lead experience in BPO Operations.

Location- Bangalore

Industry- BPO

Education- Graduation in any discipline

Only IMMEDIATE JOINERS Preferred

Key Responsibility:

 Responsible for team management

 Provide strong leadership support, creating a high-performance environment; monitoring with respect to performance expectations; maintain strong relationships with Clients

delivering optimal product support, whilst ensuring excellence in customer service.

 Be the Single point of contact for all non-operations departments and identify, evaluate & co-ordinate operational, Admin, IT and HR issues. Forward non-resolvable issues to the line management.

 Ensure volumes are adequately planned, that records are kept up to date and that occupancy is maximized in order to meet the service level requirements.

 Manage day-to-day service delivery, workload management, knowledge resources and on- going training, coaching and development.

 Compliance and quality assurance with a focus on Customer Transaction Analysis and Key Performance Indicator (KPI) results as per client contract, so as to meet the organizational objectives

 Assist with training and updates, and provide direction pertaining to use of systems, policies and procedures, and problem resolution

 Schedule work, monitoring priority and batching of jobs to ensure smooth workflow. Review, analyze and correct data entries to ensure final product meets the Company or project standards

 Identify and manage potential areas for concern and underachievement, adopt an objective and discrete approach in order to reach an effective solution whilst maintaining discipline and morale.

 Effectively communicate business strategy and ensure that team members are fully briefed on updates/products/services within the agreed time-frames. Assume complete ownership of driving & managing optimum efficiency, healthy attrition rate & end to end delivery of all SLAs, KPIs & client expectations.

 Hold daily team meetings (huddles), setting the expectations.

 Quality monitoring & feedback for the team

 Conduct monthly / quarterly / annual performance review meetings with the team

 Use techniques and processes to manage, coach and develop individual and team performance.

 Flexibility and willingness to work in any shift in a 24X7 environment

 Motivation and efficiency of the team including ongoing development.

Desired Skills:

 Good people management skills/Demonstrated ability to lead people and drive results.

 Ability to organize and manage multiple priorities.

 Highly analytical with excellent communication skills.

 Deliver flawless Customer Service.

 Good understanding of quality tools and demonstrating commitment to quality.

 Knowledge of the banking domain shall be an added advantage

 Quality of recommendations for continuous improvement/implementation of changes