Team Leader

2 days ago

Mumbai Metropolitan Region, India Sterling Full time ₹ 5,00,000 - ₹ 15,00,000 per year

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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