Team Lead- BPO Operations (Customer Service-International Chat Process

Job Description:

To lead a team of frontline agents on the Operations floor, maintain desirable performance and

engagement levels and focus on constant improvement.

Required Job Experience:

• Experience in handling teams of 12 20 agents in Operations
• Experience in managing teams in a Chat environment is preferred
• Excellent English speaking/writing ability

Certifications:

Any relevant certifications would add value

• Competency Requirements: [Technical & Behavioral]
• Excellent spoken skills and effectively communicates with the senior management and the client if required
• Ability to understand team dynamics
• Knowledge on Internet, working on Intranet Applications and MS-Office (preferably Excel) Analytics of data and PowerPoint Presentations
• Excellent feedback skills. Help the agents minimize defects and provide effective resolution on calls/chats
• Depicting excellent probing, problem solving and sales techniques and set example for others
• Able to coach the agent with various techniques and help achieve program metrics, should be a good advisor to our agents and have good knowledge of the product