Team Leader - KPO/BPO Industry & Back Office Support

Job Description

* KPO/BPO Back Office Support Industry related only. * Experienced in working with US/UK clients (International Clients) preferred. Key Responsibilities: Responsible for handling multiple processes. Multitasking is a must. Handle client escalations promptly and effectively to ensure customer satisfaction. Oversee daily back office operations, ensuring timely and accurate processing of tasks. Manage staff schedules, workload distribution, and task prioritization. Lead, train, and supervise the back office operations team. Develop and implement quality control measures and conduct regular audits. Ensure high standards of accuracy and quality in processes. Maintain strong relationships with clients and ensure their needs are met. Ensure compliance with industry regulations and company policies. Stay updated on industry best practices and incorporate them into training initiatives. Improve System monitoring and alerts for identifying anomalies and System failures affecting our key Services. Work with internal teams to develop creative and best-in-class compliance business processes that can scale up. Attention to detail and proven ability to manage multiple, competing for priorities simultaneously. Perform quality controls and monitor production Key Performance Indicators (KPIs) to ensure consistent, high-quality output. Qualifications: Bachelors degree in Business Administration, Operations Management, or a related field. Proven 3-4 years experience in back office operations management, preferably within the KPO/BPO industry. Strong knowledge of back office processes, quality control, and regulatory requirements. Excellent leadership and team management skills. Proficiency in operations management software and Microsoft Office Suite. Should have hands-on experience in Advance Excel and Power Point Presentation. Strong analytical, problem-solving, and decision-making abilities. Effective communication and interpersonal skills.