BPO operations Team Lead

Roles & Responsibilities:
• Leads and manages a team of CSR's in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues / complaints, placing orders). Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.
• Conducts performance management activities for team members supervised. Conducts timely planning, assessment, and feedback meetings as stipulated in the company's performance cycle.
• Handles escalation calls from CSR's, exercising discernment on whether or not individuals are capable of handling complex customer calls
• Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account / program.
• Manages the queue and controls abandoned calls by utilizing available equipment and resources (i.e. CMS, hold time, AHT). Ensures that passing service levels are met and / or exceeded by maximizing the headcount of CSR's on the floor.
• Acts as a Human Resources and HR-Business Partners point-person, having the jurisdiction to address grievances in line with the Company's policies / procedures
• Attends Compensation and Benefits concerns of assigned CSR's, focusing on payroll disputes, the timely preparation and submission of payroll templates. Accurately tracks and indicates hours of overtime

Educational Qualification - Bachelor's degree in any field

Experience - At least one year (1) call center experience as Team Leader