Team Coach - BPO

3+ Years of Experience in BPO Industry.

1+ Years of Team Coach (current or previous) experience in International voice process, or blended process.

Role & responsibilities

• Optimal utilization of resources
• Operational strategizing
• Process defining, implementing and monitoring
• Long-term planning including an initiative geared approach towards operational excellence
• Identifying training needs
• Breaking down silos to create integrated processes
• Define and document customer business functions and processes
• To act as a liaison between departmental end-users, Team Members, Stakeholders in the analysis design to ensure optimal operational performance
• Ensure effective allocation and utilization of resources across the team
• Conduct coaching sessions with the team focusing both on tasks and behavioral issues
• Shift Management
• Measure performance of the team against SLAs and KPIs
• Motivate and coach the team towards achieving goals
• Formulate long term plans for the development of the team
• Conduct coaching sessions with the team and SMEs focusing both on tasks and behavioral issues
• Create and maintain a culture of empowerment and professionalism within the team
• Keep the team informed of strategic developments within the business area
• Measure performance of the team against SLAs and KPIs
• Motivate and coach the team towards achieving goals

Preferred candidate profile

• Excellent verbal communication, and the ability to convey information clearly and effectively.
• Proficiency in Performance & People management.
• Excellent Task Management and Organizing skillS.
• Inter-department coordinating and collaborating skills.
• Exceptional Analytical & Decision Making skills.
• Strong leadership abilities and initiative.
• Excellent delegator and mediator.
• Great interpersonal skills.
• Quick decision-making and problem-solving abilities.
• Fantastic organizational and time management skills.
• Strategic and creative mindset.
• Meticulous attention to detail.
• Great people and Performance Management skills
• Critical thinker with innovative problem solving skills, Multitasking ability