Team Lead

5 days ago

Chennai, Tamil Nadu, India First Focus Business Solutions Full time ₹ 12,00,000 - ₹ 24,00,000 per year

Key Responsibilities

  • Operations Management: Lead and manage day-to-day operations of the BPO department. Oversee workflow, resource allocation, and the overall performance of teams.
  • Team Leadership & Development: Supervise a team, Provide coaching, mentorship, and training to ensure that team members have the necessary skills and knowledge to meet targets.
  • Client Relationship Management: Serve as the primary point of contact for client communications. Build and maintain strong relationships with clients, ensuring satisfaction and a high level of service delivery.
  • Performance Monitoring & Reporting: Monitor KPIs, SLAs, and other performance metrics. Generate regular reports for both internal and client-facing stakeholders. Use data to drive improvements and optimize processes.
  • Process Improvement: Identify areas for process optimization, cost reduction, and productivity enhancement. Implement best practices and continuous improvement initiatives to achieve operational efficiency.
  • Resource Planning & Scheduling: Ensure the right number of staff is in place to handle operational demands. Handle workforce planning, forecasting, and scheduling to maintain adequate coverage.
  • Compliance & Quality Assurance: Ensure compliance with internal policies, industry regulations, and client-specific guidelines. Monitor quality assurance processes to maintain high service standards.
  • Issue Resolution: Address and resolve operational challenges and escalated issues in a timely manner. Proactively identify potential problems and provide solutions.
  • Collaboration & Reporting: Collaborate with senior management, HR, IT, and other departments to ensure smooth operational functions. Provide regular updates on operations to management.

Preferred candidate profile

  • Minimum of 5 years of experience in a non voice BPO environment, with at least 3 years in a leadership or managerial role.
  • Strong understanding of international BPO operations, client service, and performance metrics.
  • Excellent leadership, coaching, and team-building skills.
  • Exceptional communication and interpersonal skills, with the ability to manage client relationships effectively.
  • Proven experience in process improvement, project management, and change management.
  • Ability to handle high-pressure situations and manage multiple tasks simultaneously.
  • Strong analytical and problem-solving skills with proficiency in data analysis and reporting.
  • Knowledge of US Title Insurance and Mortgage process is a plus.

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