BPO Team Lead

Roles Responsibilities of this position are:

Supervises team ensuring highest quality of service is provided to clients.

Monitors performance of team and reports results and issues to higher-level leadership.

Assists team with escalated client or account issues.

Manages the hiring, staffing, and maintaining of a diverse and effective workforce.

Responsible for career development / planning, performance and pay discussions of team members.

Interacts with clients and internal departments to resolve issues.

Leads staff to complete assignments using established guidelines, policies, and procedures.

Demonstrates professional courtesy and represents the company in a positive manner in all areas of internal and external communications.

Responsible for appropriate record keeping, required reports, and ensuring related administrative functions are correct and maintained.

Compiles and analyzes data to identify trends for root cause analysis.

Metrics Management - Data driven approach towards Metric Management and ensure the assigned team members meet their desired level of performance on all metrics.

Skills Required

Solid communication skills.

Demonstrated client service skills and leadership capabilities.

Knowledge, understanding and application of project management principles and methodologies.

Solid analytical / problem solving skills.

Positive Outlook to changes being proposed.

Ability to make quick decisions and agility to implement action items in expedited time frame.

Strong MS Office skill set to perform reporting duties.