Job Description
Team Manager / Team Leader
Responsibilities
Case Management:
- Monitor daily case progress to ensure timely updates and address any issues.
- Ensure compliance with service level objectives across all active cases handled by the team.
- Serve as a point of escalation for complex or sensitive cases, providing guidance and support to team members to reach resolution.
- Facilitate cross-functional collaboration to resolve cases that require input or action from other teams.
Performance Management:
- Establish clear performance expectations and individual goals for team members that align with overall operational objectives.
- Provide regular and constructive feedback to team members on their performance, highlighting strengths and areas for development.
- Implement performance improvement plans for team members who are not meeting expectations, providing the necessary support and resources.
- Analyze key performance indicators beyond customer satisfaction and escalations to gain a holistic view of team performance.
Governance:
- Ensure adherence to all relevant policies, procedures, and regulatory requirements within the operations team.
- Participate in strategic planning initiatives to contribute operational insights and support the achievement of broader organizational goals.
- Foster a culture of continuous improvement within the team, encouraging feedback and the proactive identification of opportunities for process enhancement.
- Manage team resources effectively, including workload distribution and ensuring adequate staffing levels to meet operational demands.
Skills & competencies
- Ability to track, analyze, and interpret performance data (including customer satisfaction and case progress) to identify trends and areas for improvement.
- Ability to identify, analyze, and effectively address operational issues.
- Ability to interpret data and generate reports to communicate performance and identify improvement opportunities.
- Leadership & Team Management: Ability to motivate, guide, and develop a team of case management professionals.
- Coaching & Development: Skill in providing constructive feedback, identifying learning opportunities, and coaching team members for performance improvement.
- Stakeholder Management: Ability to build and maintain effective working relationships with relevant stakeholders.
- Customer Focus: Commitment to understanding and addressing customer needs and ensuring high levels of customer satisfaction.
- Results Orientation: Focus on achieving targets, meeting SLOs, and driving performance improvements.
• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 4 years of experience.
More about this Bpo Team Leader job
Please go through the FAQs to get all answers related to the given Bpo Team Leader job
• What is the eligibility criteria to apply for this Bpo Team Leader job?
Ans: The candidate should be Graduate and above and above with 1 - 4 years of experience of experience
• How much salary can I expect for this job role?
Ans: You can expect a salary of ₹40000 - ₹58000 per month that depends on your interview. It's a Full Time job in Chennai.
• How many working days are there for this Bpo Team Leader job?
Ans: This Bpo Team Leader job will have 5 working days.
• Are there any charges applicable while applying or joining this Bpo Team Leader job?
Ans: No, there is no fee applicable for applying this Bpo Team Leader job and during the employment with the company, i.e., Vr Hr Solutions.
• Is it a work from home job?
Ans: No, it’s not a work from home job and can't be done online.
• How many openings are there for this Bpo Team Leader role?
Ans: There is an immediate opening of 99 Bpo Team Leader at Vr Hr Solutions
• Who can apply for this job?
Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
• What are the timings of this Bpo Team Leader job?
Ans: This Bpo Team Leader job has Rotational Shift.
Candidates can call HR for more info.
Responsibilities
Case Management:
- Monitor daily case progress to ensure timely updates and address any issues.
- Ensure compliance with service level objectives across all active cases handled by the team.
- Serve as a point of escalation for complex or sensitive cases, providing guidance and support to team members to reach resolution.
- Facilitate cross-functional collaboration to resolve cases that require input or action from other teams.
Performance Management:
- Establish clear performance expectations and individual goals for team members that align with overall operational objectives.
- Provide regular and constructive feedback to team members on their performance, highlighting strengths and areas for development.
- Implement performance improvement plans for team members who are not meeting expectations, providing the necessary support and resources.
- Analyze key performance indicators beyond customer satisfaction and escalations to gain a holistic view of team performance.
Governance:
- Ensure adherence to all relevant policies, procedures, and regulatory requirements within the operations team.
- Participate in strategic planning initiatives to contribute operational insights and support the achievement of broader organizational goals.
- Foster a culture of continuous improvement within the team, encouraging feedback and the proactive identification of opportunities for process enhancement.
- Manage team resources effectively, including workload distribution and ensuring adequate staffing levels to meet operational demands.
Skills & competencies
- Ability to track, analyze, and interpret performance data (including customer satisfaction and case progress) to identify trends and areas for improvement.
- Ability to identify, analyze, and effectively address operational issues.
- Ability to interpret data and generate reports to communicate performance and identify improvement opportunities.
- Leadership & Team Management: Ability to motivate, guide, and develop a team of case management professionals.
- Coaching & Development: Skill in providing constructive feedback, identifying learning opportunities, and coaching team members for performance improvement.
- Stakeholder Management: Ability to build and maintain effective working relationships with relevant stakeholders.
- Customer Focus: Commitment to understanding and addressing customer needs and ensuring high levels of customer satisfaction.
- Results Orientation: Focus on achieving targets, meeting SLOs, and driving performance improvements.
• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 4 years of experience.
More about this Bpo Team Leader job
Please go through the FAQs to get all answers related to the given Bpo Team Leader job
• What is the eligibility criteria to apply for this Bpo Team Leader job?
Ans: The candidate should be Graduate and above and above with 1 - 4 years of experience of experience
• How much salary can I expect for this job role?
Ans: You can expect a salary of ₹40000 - ₹58000 per month that depends on your interview. It's a Full Time job in Chennai.
• How many working days are there for this Bpo Team Leader job?
Ans: This Bpo Team Leader job will have 5 working days.
• Are there any charges applicable while applying or joining this Bpo Team Leader job?
Ans: No, there is no fee applicable for applying this Bpo Team Leader job and during the employment with the company, i.e., Vr Hr Solutions.
• Is it a work from home job?
Ans: No, it’s not a work from home job and can't be done online.
• How many openings are there for this Bpo Team Leader role?
Ans: There is an immediate opening of 99 Bpo Team Leader at Vr Hr Solutions
• Who can apply for this job?
Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
• What are the timings of this Bpo Team Leader job?
Ans: This Bpo Team Leader job has Rotational Shift.
Candidates can call HR for more info.
💡 Quick Summary
Seeking a career-building opportunity? The Bpo Team Leader position is now open for candidates interested in the BPO Jobs sector. This role in Chennai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.