Team Lead (Support Services)

The role of a Team Lead – Support Services is to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.

The individual must be an organized, reliable, and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a Team Lead - Support Services, you must also have excellent customer service and communication skills.

The goal is to do everything possible to attain organization goals and achieve great results for our company.

Job Responsibilities

• Responsible for the day-to-day function of the systems and processes and ensuring high quality of services.
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• Ensure all processes operate smoothly and align with our quality standards.
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• Maximize the efficiency of all business processes.
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• Monitor daily operations and address potential issues when they arise.
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• Ensure that all process SOP’s are up to date and updated in company Portal
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• Adhering to client requirements, managing client relationships independently, work with the client organization well to ensure target KPIs are met in the account.
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• Manage Attrition in the account, drive retention initiatives on the floor to manage tenured and experienced employees.
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• Monitor financial data and recommend solutions that will improve profitability.
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• Ensuring that the team is well equipped, well trained, and motivated to meet the service level agreement of the company.
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• Leading team members including Associate Team Leads of all teams and SME’s
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• Coordinating with them to provide feedback related to the Process Performance, Training Initiatives.
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• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
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• Establish process KPIs and conduct quality assessments.
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• Perform trend analysis on MIS/ data and identify deficiencies (tools, metrics and reports) and recommend solutions; ensure maintenance of processes and procedures to facilitate the same.
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• Highly involved in Quality Assurance and Process Improvement activities to always make sure customer standards and company standards are met.
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• Scheduling refresher training based on TNA (Training needs Analysis). Involved in quality checks, internal / external audit and calibrations with PTB department. (Professional Telephonic Behavior).
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• Conducting & maintaining documented Feedback, Coaching & Counseling.
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• Ensure work ethics are followed & also conducting Activities for Team Motivation. Coordinating with Technology and other support functions to ensure smooth functioning

Requirements and skills

• Proven experience as BPO center lead or similar position
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• Experience in customer service is required
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• Knowledge of performance evaluation and customer service metrics
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• Solid understanding of reporting and budgeting procedures
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• Proficient in MS Office
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• Outstanding communication and interpersonal skills
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• Excellent organizational and leadership skills with a problem-solving ability
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• Positive and patient
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• Graduate, Higher degree in a relevant discipline will be appreciated.