TL BPO Operations

ROLE : Team Leader, Operations

DESIGNATION : AM

LOCATION : Gurgaon

YEARS OF EXPERIENCE : 4+yrs

• Process Domestic or International: International Voice (AML/KYC) Banking Process

Notice Period: Preferred Immediate or max 30days

• Shift Timings: Flexible 24x7

• Transport Availability: One way Cab

Role and Key Responsibilities:

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

• Regularly impart effective coaching to direct reports, enabling consistent high performance delivery

• Identify performance related issues, develop an action plan for improvement, implement corrective actions

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations

• Communicate expectations to employees and provide timely updates

• Provide subject matter expertise in handling escalated customer calls as needed

• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities

• Stay current on internal work processes, policies and procedures. Attend required manager development training programs

• Promote CLIENT values- "walk the talk" and lead by example

Key skills & knowledge:

• Associates degree in related field with two to four years of relevant experience preferred

• Highly motivated individual with skills to develop and coach team members to achieve performance expectations

• Work well under pressure and follow through on items to completion

• Strong oral and written communication skills

• Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables

• Ability to mentor, coach and provide direction to team members

• Willingness to work in a flexible schedule