Team Leader

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.