About the role
· To work closely with the Process Head in supporting and executing day to day BPM operations and driving the qualitative and quantitative goals of the team.· Driving the team in providing quality and effective customer service by motivating them through various team-building activities.
- Recommend new initiatives or processes to increase the team’s conversion ratio and impact on targets.
- To assist the Manager in coaching / training of the new agents to ensure that they meet the expected standards for quality, sales and service by providing regular, constructive feedback.
- Support the team by monitoring and maintaining the key performance indicators (daily, weekly, monthly targets) as outlined by the process head.
- Prepare team schedule and liaise with other TL’s for staff support as and when required.
- Ensure team adherence to organisational policies, standard operating procedures.
- Work closely with the process heads in generating and compiling timely reports.
- Live and represent company values to build brand awareness within and outside the organization.
Role Requirements:· Graduate from a reputed institution, with 1-2 years of experience as Team Lead in a BPO organisation with clear reporting structure.· Good knowledge of BPO operations with the ability to lead a team of executives. · Resourceful individual with an energetic and enthusiastic approach to the job.· Excellent communication and interpersonal skills with the aptitude to handle complexity. · Strong analytical skills with proven ability to drive initiatives.· Proactive and takes ownership ensuring follow-through.