Urgent Requirement for BPO Team Leader

Roles & responsibilities:

Handling a team of Minimum 25 members involved with inbound and outbound voice operations for a domestic BPO

• Floor Management - To Maintain, track and analyze the team.
• Handling the critical operation and making sure all productivity and quality metrics are met.
• Identifying and correcting process and product related discrepancies
• To ensure 100% closure of feedback
• Maintain individual productivity and quality standards according to company requirements.
• Control attrition and manage unplanned shrinkage.
• Candidate should have decision making skills and analytical skills and good communication (verbal and written)
• To create and publish regular operational reports with management and clients. (daily, weekly, and monthly)
• To identify gaps and conduct feedback and refresher sessions with agents to improve quality of calls.
• Create an inspiring team environment with an open communication culture.
• Must be aware of KRA's of team leader in BPO (any domestic or international)
• Must have work experience on occupancy, SLA, attrition, utilization etc.
• Set clear team goals.
• Delegate tasks and set deadlines.
• Oversee day-to-day operation.
• Monitor team performance and report on metrics.
• Motivate team members.
• Discover training needs and provide coaching.
• Listen to team members feedback and resolve any issues or conflicts.
• Recognize high performance and reward accomplishments.
• Encourage creativity and risk-taking.