Team Leader

Sterling

3 years

0 Lacs

mumbai metropolitan region

Posted:1 day ago| Platform:

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Skills Required

leadership teamwork management coaching engagement compliance checks audits resolve efficiency reporting workflow staffing report metrics reports communication word powerpoint adaptability

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities
Team Leadership & Supervision

Lead and motivate a team of agents to achieve performance metrics.
Conduct regular team meetings to communicate updates, expectations, and address concerns.
Foster a positive work environment that encourages teamwork and personal growth.

Performance Management

Monitor individual and team performance against established KPIs (Key Performance Indicators).
Provide regular feedback, coaching, and performance appraisals to team members.

Quality Assurance & Client Engagement

Ensure adherence to quality standards and compliance as agreed with the client and as per the protocols of the company.
Conduct regular quality checks and audits on agent interactions.
Address and resolve quality issues promptly.
Handle escalated customer issues and complaints, providing resolutions in a timely manner.

Operational Efficiency & Reporting

Manage daily workflow and adjust staffing levels as needed to meet client demands.
Collaborate with the Operations Manager to develop and implement process improvements.
Track and report on team performance metrics and operational outcomes.
Prepare and submit regular reports to the Operations Manager.

Qualifications

Must be a graduate.
Minimum 3 years of experience as a team leader on papers.
Overall 8+ years of experience in the international BPO industry is a must.
Must have a prior experience of working in a banking process.
Excellent communication and leadership skills.
Good command over MS office tools - especially MS word, PowerPoint and excel.
Adaptability to work in a dynamic startup setup.

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