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Team Leader //Assistant Manager//BPO

2 - 7 years

5 - 8 Lacs

Posted:1 day ago| Platform: Foundit logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Team Leader / Assistant Manager

Role and Key Responsibilities

  • Team Supervision:

    Take day-to-day supervision of a group of call center associates, including monitoring work and attendance in line with organizational policies and legal requirements.
  • Performance Coaching:

    Effectively coach direct reports on their performance regularly, at a minimum weekly, to ensure that performance metrics are consistently achieved.
  • Performance Management:

    Identify performance-related issues, develop clear action plans for improvement, and implement corrective actions, up to and including termination of employment when necessary.
  • Service Delivery Excellence:

    Ensure that the service delivered to customers consistently meets contractual Key Performance Indicators (KPIs) and financial expectations.
  • Communication & Expectations:

    Clearly communicate expectations to employees and provide timely updates on performance and other relevant information.
  • Escalation Management:

    Provide subject matter expertise and support in handling escalated customer calls as needed.
  • Team Meetings & Activities:

    Conduct regular Team Meetings to ensure expedient communication of relevant information and provide an open forum for input. Schedule and organize team activities to foster team cohesion and effectiveness.
  • Process Adherence & Development:

    Stay current on internal work processes, policies, and procedures. Attend all required manager development training to enhance your leadership capabilities.

What We're Looking For

  • Experience:

  • Minimum

    1 year of experience as a Team Leader in an International BPO (Mandatory)

    .
  • Must be currently working as a Team Leader in an International BPO.
  • Experience in a

    Voice Process

    is essential.
  • Operational Expertise:

    Strong understanding and proven track record with operational metrics such as

    Attrition, Shrinkage, and CSAT

    .
  • Communication:

    Must have

    good communication skills

    , both verbal and written.
  • Availability:

    Willingness to work in a

    24*7 rotational shift

    environment.

Perks and Benefits

  • Good Incentives

    based on performance.

Interested candidates can call at 8467054123 or mail their CV to [HIDDEN TEXT].

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