BPO Team Lead

1 week ago

Gurgaon, Haryana, India NTT DATA Services Full time
Job Summary

As a BPO Team Lead at NTT DATA Services, you will be responsible for ensuring the highest standard of service delivery in terms of productivity and quality as per the defined Service Level Agreement with clients. You will provide leadership and support to the staff assigned, contribute to the development of strategies for the implementation and improvement of processes, and coordinate with staff to ensure that duties, activities, and tasks are carried out efficiently.

Key Responsibilities
  • Ensure that the highest standard of service delivery in terms of productivity and quality as per the defined Service Level Agreement with clients.
  • Provide leadership and support to the staff assigned in line with policies.
  • Contribute to the development of strategies for the implementation and improvement of processes.
  • Coordinate with staff to ensure that duties, activities, and tasks are carried out efficiently.
  • Verify and review all forms and documents of a case for errors, missing information, legibility, and request follow-up information as required.
  • Perform quality checks on all work to assure accuracy.
  • Maintain up-to-date information on relevant databases and monitor and audit same for the account.
  • Display effective and professional communication with internal and external customers.
  • Adhere to all HIPAA and confidentiality policies.
  • Delegate tasks and set deadlines.
  • Create an inspiring team environment with an open communication culture.
  • Oversee day-to-day operations.
  • Monitor team performance and report on metrics.
  • Motivate team members.
  • Discover training needs and provide coaching.
  • Listen to team members' feedback and resolve any issues or conflicts.
  • Recognize high performance and reward accomplishments.
  • Suggest and organize team-building activities.

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