Team Lead Operations Featured

Job Summary

Responsible to manage a team of efficient customer sales/service associates in terms of performance. The team lead needs to coach and train, using skills such as motivation, counseling at the same time recognizing and rewarding the associates. As a standard a Team Lead needs to have with a total of 15 associates reporting to his direct reports.

Key Responsibilities

1. Training and Coaching:

• Identify TNA (with the help of live monitoring and QA evaluations) and follow a schedule to train and coach the team while considering the best practices in the industry.
• Measurement and analysis of performance before and after training/coaching.
• Conduct and administer performance reviews of assigned team on monthly basis through action plans

2. Confirmation Percentage:

• Responsible to maintain at least 80% confirmed resources having over 60 days of tenure in the team.
• Working directly with A,B and C players and covert C’s into B’s and B’s into A’s.

3. Quality Assurance:

• Ensure that Quality Score is according to the client requirement, QA score to be maintained as a company standard is at least 95%.
• Maintain the documentation for every report in terms of performance, quality standards & discipline including but not limited to positive documentation/communication.

4. Successor:

• Responsible to work closely with team members to identify potential leaders.
• Work on the existing team member’s skills in collaboration with the training department to develop successors.

Knowledge, Skills, Abilities & Other attributes

Education

• Bachelor’s degree in business or related field

Skills

• Excellent Communication and interpersonal Skills.
• Knowledge of MS Office
• Strong leadership skills
• Strong Mentoring/Coaching Skills.

Duration and Nature of Previous Experience

• 2 years of BPO experience.
• 1-2 years of leadership experience.