Business Process Outsourcing Operations Manager
1 week ago
The Team Leader is a critical position in our organization, responsible for leading a team in a business process outsourcing environment. This role requires strong leadership skills and the ability to motivate team members to achieve performance expectations.
The ideal candidate will have experience as a Team Leader in an international BPO, with a proven track record of success in operations management, including attrition, shrinkage, CSAT, NPS, and SLA metrics.
Key responsibilities include ensuring service delivery meets contractual KPIs and financial expectations, communicating expectations to employees, and providing timely updates.
Additional duties may involve supporting and managing programs together with other Team Leaders and Managers, and providing input for selecting, training, developing, and completing performance appraisals.
Overall, the Team Leader will play a critical role in driving business growth and delivering exceptional customer experiences.
Key Qualifications- Proven experience as a Team Leader in an international BPO
- Strong leadership skills and ability to motivate team members
- Excellent communication skills, both written and verbal
- Ability to lead team members, multi-task, prioritize, and meet timelines of deliverables
- Knowledge of operations management metrics, including attrition, shrinkage, CSAT, NPS, and SLA
This role offers a challenging and rewarding work environment, with opportunities for professional growth and development.
What We OfferWe offer a competitive compensation package, including benefits and opportunities for advancement.
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