Team Leader - BPS Operations

Job Description

·        The Team Lead is responsible mainly for meeting all client SLA's. He/she should have a proper understanding of the company policies in terms of integrity, compliance, floor etc. He should have good task and team management skills.

Detailed duties and responsibilities:

·        Responsible for managing team of associates.

·        Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer's needs.

·        Motivating associates through effective management, career development & implementation of reporting mechanisms.

·        Liaison with other areas of the company affecting technical support. One on One Relationship management

·        Analysis of reports including process dashboards, team performance reports, initiating appropriate action plans & initiate trainings.

·        Manage attendance & attendance incentive for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift.

·        Capable of handling client escalations

·        Mentor and assist new hires

·        Should have experience in handling a voice business

·        Develop and maintain good relationship with key customer stakeholders

·        Conduct respective Team Huddles/Meeting/One on One's & feedback sessions.

·        Managing team attrition and developing career pathing for team members.

·        Handling escalation calls when required.

·        Ensure compliance to floor & company policies.

·        To update oneself with changes in the process flow or changes in the company and/or floor policy

·        Expected to participate in any process improvement initiatives started in the process

Requirements

•       Ability to comprehensively communicate with internal customers, colleagues and superiors, both face to face and via telephone

•       Self-driven and precise work approach

•       Highly self-motivated to achieve high standards in both quantity and quality.

•       Integrity and desire to comply with all legal and moral standards

•       Service oriented and customer focused

•       Ability to prioritize tasks appropriately and recognize when issues need escalation

•       Team management & Performance Management skills.