Team Leader (Sales/Verification)

Job Summary:
We are seeking a motivated and experienced BPO Team Leader to manage and oversee day-to-day operations of our team. The ideal candidate will possess strong leadership skills, with a proven ability to control shrinkage, manage attrition, optimize occupancy, and handle break management effectively. As a Team Leader, you will ensure team performance aligns with organizational goals, maintaining a high level of productivity and employee engagement.

Key Responsibilities:

• Shrinkage Control:
  
• Monitor and manage team attendance, absenteeism, and adherence to schedules to minimize shrinkage.
• Develop and implement strategies to reduce shrinkage and improve workforce availability.
• Attrition Control:
  
• Analyze and monitor employee attrition trends and work on retention strategies.
• Identify areas for improvement in employee engagement and work with HR to implement corrective measures.
• Occupancy Management:
  
• Optimize agent occupancy levels to ensure productivity targets are met without overburdening employees.
• Ensure optimal shift allocation and agent utilization based on workload forecasts and real-time data.
• Break Management:
  
• Ensure proper break scheduling to maintain service levels while promoting employee well-being.
• Coordinate with the scheduling team to ensure break times are balanced and do not affect operational performance.
• Team Performance:
  
• Provide day-to-day leadership, support, and guidance to the team.
• Monitor individual and team performance, ensuring all KPIs and SLAs are consistently met.
• Conduct regular one-on-one coaching sessions to provide feedback, address performance gaps, and promote professional growth.
• Reporting & Analysis:
  
• Prepare and present daily, weekly, and monthly reports on key performance metrics including shrinkage, attrition, occupancy, and productivity.
• Identify trends and areas for process improvements, presenting recommendations to senior management.
• Process Improvement:
  
• Collaborate with other teams to implement process improvements that drive operational efficiency and enhance employee satisfaction.
• Foster a culture of continuous improvement and operational excellence within the team.

Skills & Qualifications:

• Proven experience as a Team Leader or Supervisor in a BPO or call center environment.
• Strong understanding of key operational metrics such as shrinkage, attrition, occupancy, and break management.
• Excellent leadership and team management skills with the ability to motivate and guide a diverse team.
• Exceptional communication and interpersonal skills, with the ability to resolve conflicts and build a positive team environment.
• Ability to analyze data, interpret performance trends, and implement corrective actions.
• Strong organizational skills and attention to detail.
• Ability to work in a fast-paced, high-pressure environment while maintaining focus on quality and customer satisfaction.

Education & Experience:

• Bachelors degree in Business Administration, Management, or a related field.
• Minimum of 3 years of experience in a BPO/Contact Center environment, with at least 1years in a team leadership role.

What We Offer:

• Competitive salary and benefits package.
• Career growth opportunities within a dynamic and supportive environment.
• Comprehensive training and development programs.
• A collaborative and inclusive work culture.