Team Leader - BPO Voice Process (International Process)

In BPO voice processes, a Team Leader's Key Result Areas (KRAs) focus on team performance, client satisfaction, and overall efficiency . They are responsible for ensuring the team meets targets, maintains quality, and fosters a positive work environment. Key Result Areas (KRAs) for a BPO Voice Process Team Leader: Team Performance: Monitoring and improving team performance metrics like call handling time, resolution rates, and customer satisfaction scores. Quality Control: Ensuring the team adheres to quality standards and protocols, managing quality audits, and coaching team members on quality improvement. Client Satisfaction: Working to ensure customer satisfaction and meeting client expectations through effective communication, issue resolution, and process improvement. Efficiency and Productivity: Optimizing workflows, managing resources effectively, and reducing operational costs to improve overall efficiency. Employee Engagement and Retention: Creating a positive and supportive work environment, managing employee morale, and retaining valuable team members. Process Improvement: Identifying areas for process improvement, implementing new technologies and strategies, and continuously seeking ways to optimize the team's performance. Training and Development: Providing ongoing training and development opportunities to team members, ensuring they have the skills and knowledge needed to succeed. Shrinkage Management: Managing and reducing absenteeism and other shrinkage issues. Attendance Management: Monitoring and managing team attendance, ensuring adequate coverage and minimizing impact on operations. Talent Management: Recruiting, hiring, and developing a skilled team, ensuring they have the necessary skills and knowledge to perform their roles effectively. Conflict Management: Addressing and resolving conflicts within the team, fostering a collaborative and positive work environment. Client Management: Acting as a liaison between the team and the client, ensuring effective communication and addressing client concerns.