Teleperformance Team Lead Operations Interview Questions and Answers

Q1. Tell me about your self
Ans. 
Experienced operations professional with a proven track record of leading teams to success.
• Over 5 years of experience in operations management

• Strong leadership skills with a focus on team development

• Implemented process improvements resulting in increased efficiency

• Excellent communication and problem-solving abilities
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Q2. KIPs discussion
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Q1. Attrition and shrinkage explain
Ans. 
Attrition and shrinkage are common terms used in operations management to explain the loss of employees and resources.
• Attrition refers to the natural reduction in staff numbers due to resignations, retirements, or terminations.

• Shrinkage refers to the loss of resources such as inventory, equipment, or funds due to theft, damage, or errors.

• Both attrition and shrinkage can have a negative impact on operational efficiency ...read more
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Q2. Problem solving questions
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Q1. Tell me about your self
Ans. 
Experienced operations professional with a proven track record in leading teams to success.
• Over 5 years of experience in operations management

• Strong leadership skills with a focus on team development

• Implemented process improvements resulting in increased efficiency

• Excellent communication and problem-solving abilities
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Q2. Explain BPO KPIs
Ans. 
BPO KPIs are key performance indicators used to measure the success of operations in a business process outsourcing company.
• BPO KPIs are metrics used to evaluate the performance of various operations within a BPO company.

• Examples of BPO KPIs include average handle time, first call resolution rate, customer satisfaction score, and agent utilization rate.

• These KPIs help BPO companies track and improve their operational e...read more
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Q1. Basics about yourself and experience and last drawn CTC
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Some web link test basic agree n disagree like amcat

Q1. What are your Kpi?
Ans. 
My KPIs include improving operational efficiency, reducing costs, increasing customer satisfaction, and meeting SLAs.
• Improving operational efficiency through process optimization

• Reducing costs by identifying cost-saving opportunities

• Increasing customer satisfaction by improving service quality

• Meeting SLAs by ensuring timely delivery of services
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Q2. Shrinkage formula
Ans. 
Shrinkage formula calculates the difference between expected and actual values.
• Shrinkage formula = (Expected Value - Actual Value) / Expected Value

• Used in operations to measure efficiency and accuracy

• Example: If expected production is 100 units but actual production is 90 units, shrinkage = (100-90)/100 = 0.1 or 10%
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Q3. Aht formula with nps csat
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NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score) are two common metrics used to measure customer satisfaction in operations.
• NPS is calculated by subtracting the percentage of detractors (customers who are unhappy) from the percentage of promoters (customers who are happy). The formula is: NPS = % Promoters - % Detractors.

• CSAT is a metric that measures the overall satisfaction of customers with a specific...read more
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Q4. Greviance handling
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Q1. Can you provide details about yourself?
Ans. 
Experienced operations professional with a track record of leading teams to success.
• Over 5 years of experience in operations management

• Proven ability to motivate and guide team members

• Strong problem-solving skills and attention to detail

• Excellent communication and organizational skills

• Led a team of 20 employees to achieve a 20% increase in productivity last year
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Q2. What are the rules and responsibilities of a team leader?
Ans. 
A team leader is responsible for guiding, motivating, and managing a team to achieve goals and objectives.
• Provide direction and guidance to team members

• Set goals and objectives for the team

• Delegate tasks effectively

• Motivate and inspire team members

• Monitor team performance and provide feedback

• Resolve conflicts within the team

• Communicate with upper management and other departments

• Ensure team members have necessary resour...read more
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Q1. Tell me about yourself
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Q2. Why should we hire you?
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Q1. Why is the job responsibility and KPIs
Ans. 
Job responsibilities and KPIs ensure clarity, accountability, and alignment with organizational goals, driving performance and success.
• Clarity: Clearly defined responsibilities help team members understand their roles, reducing confusion and overlap.

• Accountability: KPIs hold individuals accountable for their performance, fostering a culture of responsibility.

• Alignment: Ensures that team efforts align with organizationa...read more
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Q2. How you will drive performance
Ans. 
I will drive performance by setting clear goals, providing regular feedback, offering training and development opportunities, and recognizing achievements.
• Set clear and achievable goals for team members

• Provide regular feedback on performance and areas for improvement

• Offer training and development opportunities to enhance skills

• Recognize and reward achievements to motivate team members

• Implement performance metrics to tr...read more
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