Executive Team Lead
2 weeks ago
We are seeking an experienced Executive Team Lead to join our IT Operations team at BETSOL. This is a critical role that will lead our operations team in delivering high-quality services to our clients.
Key Responsibilities- Drive teams and deliver monthly/quarterly goals
- Efficiently engage with client SPOCs through proactive communication and regular reviews
- Lead, motivate, and assist a team of Technical and Customer Support Specialists in delivering individual goals
- Mastery process knowledge required for operational delivery for clients
- Impart product knowledge to team members as required
- Align with client strategies and drive initiatives for improvement in KPIs
- Ensure improvement in team's skills through regular feedback, coaching, and training activities
- Prepare action plans (as required) to address performance issues (if any)
- Prepare Weekly, Monthly, and Quarterly Business reviews for management and client, and present the same
- Continuously drive and improve efficiency metrics like productivity, quality, and NPS
- Manage day-to-day planning, operation, and problem-solving of a team of agents, ensuring smooth running of operations
- Consistently meet deadlines
- Get updates on team's performance and present it to Senior Leadership Team
- Discuss & review functional issues, perform RCA, and agree on actionable items
- Present weekly/monthly performance to Senior Leadership Team
- Employee development, motivation, and retention
- Train, coach, and motivate team members and supervisors
- Create an environment that motivates high performance and supports loyalty and retention of employees
- Conduct timely meetings to ensure open communication and devise an action plan to address issues/concerns raised
- Manage conflict resolution among team members
- Managed multiple international BPO clients with teams size of 30-50 members
- Relevant experience of 6-8 years
- Hands-on experience in managing end-to-end operations & service delivery
- Extremely strong in team management and BPO processes, preferably BPO Customer Service and Technical Support background
- Excellent communication skills in English - Written & Verbal
- Strong knowledge and exposure to Quality and Process Improvement techniques
- Good analytical and listening skills
- Good leadership skills
The estimated salary for this role is around $90,000 per year, based on industry standards and location. Additionally, we offer a comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.
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