Team Leader - BPO

Job Summary:

We are looking for an experienced Team Leader with at least 2 years of experience in team handling within the BPO sector. The ideal candidate will be responsible for managing and leading a team to achieve high performance, maintain customer satisfaction, and contribute to continuous process improvement.

Role specific competencies Required:

• 2+ Years of Experience in BPO Industry.

• 1 + Years of Team Leading (current or previous) experience

  in International voice process, or blended process.

Roles and Responsibilities:

• Optimal utilization of resources

• Operational strategizing

• Process defining, implementing and monitoring

• Long-term planning including an initiative geared approach towards operational excellence

• Identifying training needs

• Breaking down silos to create integrated processes

• Define and document customer business functions and processes

• To act as a liaison between departmental end-users, Team Members, Stakeholders in the analysis design to ensure optimal operational performance

• Ensure effective allocation and utilization of resources across the team

• Conduct coaching sessions with the team focusing both on tasks and behavioural issues

• Shift Management

• Measure performance of the team against SLAs and KPIs

• Motivate and coach the team towards achieving goals

• Formulate long term plans for the development of the team

• Conduct coaching sessions with the team and SMEs focusing both on tasks and behavioural issues

• Create and maintain a culture of empowerment and professionalism within the team

• Keep the team informed of strategic developments within the business area

• Measure performance of the team against SLAs and KPIs

• Motivate and coach the team towards achieving goals

Skills:

• Excellent verbal communication, and the ability to convey information clearly and effectively.

• Proficiency in Performance & People management.

• Excellent Task Management and Organizing skills.

• Inter-department coordinating and collaborating skills.

• Exceptional Analytical & Decision Making skills.

• Strong leadership abilities and initiative.

• Excellent delegator and mediator.

Additional Information:

• This position requires working US shifts, so flexibility is essential.

• Location is based in Gandhinagar, India, with a requirement to work from the office.