Team Leader
24 hours ago
Key Responsibilities
Team Leadership & Supervision
- Lead and motivate a team of agents to achieve performance metrics.
- Conduct regular team meetings to communicate updates, expectations, and address concerns.
- Foster a positive work environment that encourages teamwork and personal growth.
Performance Management
- Monitor individual and team performance against established KPIs (Key Performance Indicators).
- Provide regular feedback, coaching, and performance appraisals to team members.
Quality Assurance & Client Engagement
- Ensure adherence to quality standards and compliance as agreed with the client and as per the protocols of the company.
- Conduct regular quality checks and audits on agent interactions.
- Address and resolve quality issues promptly.
- Handle escalated customer issues and complaints, providing resolutions in a timely manner.
Operational Efficiency & Reporting
- Manage daily workflow and adjust staffing levels as needed to meet client demands.
- Collaborate with the Operations Manager to develop and implement process improvements.
- Track and report on team performance metrics and operational outcomes.
- Prepare and submit regular reports to the Operations Manager.
Qualifications
- Must be a graduate.
- Minimum 3 years of experience as a team leader on papers.
- Overall 8+ years of experience in the international BPO industry is a must.
- Must have a prior experience of working in a banking process.
- Excellent communication and leadership skills.
- Good command over MS office tools - especially MS word, PowerPoint and excel.
- Adaptability to work in a dynamic startup setup.
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