Team Leader //Assistant Manager//BPO

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].