Hiresquad Resources is actively seeking an experienced Team Leader / Assistant Manager for an International BPO Voice Process. If you have a proven track record as a Team Leader in an International BPO, a strong grasp of operational metrics, and excellent communication skills, we want you to lead our client's talented team!
Role and Key Responsibilities
- Team Supervision: Take day-to-day supervision of a group of call center associates, including monitoring work and attendance in line with organizational policies and legal requirements.
- Performance Coaching: Effectively coach direct reports on their performance regularly, at a minimum weekly, to ensure that performance metrics are consistently achieved.
- Performance Management: Identify performance-related issues, develop clear action plans for improvement, and implement corrective actions, up to and including termination of employment when necessary.
- Service Delivery Excellence: Ensure that the service delivered to customers consistently meets contractual Key Performance Indicators (KPIs) and financial expectations.
- Communication & Expectations: Clearly communicate expectations to employees and provide timely updates on performance and other relevant information.
- Escalation Management: Provide subject matter expertise and support in handling escalated customer calls as needed.
- Team Meetings & Activities: Conduct regular Team Meetings to ensure expedient communication of relevant information and provide an open forum for input. Schedule and organize team activities to foster team cohesion and effectiveness.
- Process Adherence & Development: Stay current on internal work processes, policies, and procedures. Attend all required manager development training to enhance your leadership capabilities.
What We're Looking For
- Experience:
- Minimum 1 year of experience as a Team Leader in an International BPO (Mandatory).
- Must be currently working as a Team Leader in an International BPO.
- Experience in a Voice Process is essential.
- Operational Expertise: Strong understanding and proven track record with operational metrics such as Attrition, Shrinkage, and CSAT.
- Communication: Must have good communication skills, both verbal and written.
- Availability: Willingness to work in a 24*7 rotational shift environment.
Perks and Benefits
- Good Incentives based on performance.
Interested candidates can call at 8467054123 or mail their CV to [Confidential Information].
