Job Description
Job description
Hiresquad Resources is actively seeking an experienced Team Leader / Assistant Manager for an International BPO Voice Process. If you have a proven track record as a Team Leader in an International BPO, a strong grasp of operational metrics, and excellent communication skills, we want you to lead our client's talented team!
Role and Key Responsibilities
• Team Supervision : Take day-to-day supervision of a group of call center associates, including monitoring work and attendance in line with organizational policies and legal requirements.
• Performance Coaching : Effectively coach direct reports on their performance regularly, at a minimum weekly, to ensure that performance metrics are consistently achieved.
• Performance Management : Identify performance-related issues, develop clear action plans for improvement, and implement corrective actions, up to and including termination of employment when necessary.
• Service Delivery Excellence : Ensure that the service delivered to customers consistently meets contractual Key Performance Indicators (KPIs) and financial expectations.
• Communication & Expectations : Clearly communicate expectations to employees and provide timely updates on performance and other relevant information.
• Escalation Management : Provide subject matter expertise and support in handling escalated customer calls as needed.
• Team Meetings & Activities : Conduct regular Team Meetings to ensure expedient communication of relevant information and provide an open forum for input. Schedule and organize team activities to foster team cohesion and effectiveness.
• Process Adherence & Development : Stay current on internal work processes, policies, and procedures. Attend all required manager development training to enhance your leadership capabilities.
What We're Looking For
• Experience :
• Minimum 1 year of experience as a Team Leader in an International BPO (Mandatory) .
• Must be currently working as a Team Leader in an International BPO.
• Experience in a Voice Process is essential.
• Operational Expertise : Strong understanding and proven track record with operational metrics such as Attrition, Shrinkage, and CSAT .
• Communication : Must have good communication skills , both verbal and written.
• Availability : Willingness to work in a 24
• 7 rotational shift environment.
Perks and Benefits
• Good Incentives based on performance.
Interested candidates can call at or mail their CV to [HIDDEN TEXT].
Skills Required
International Bpo, Performance Management, Leadership Skills, Communication Skills, operational activities , Organizational Skills
Hiresquad Resources is actively seeking an experienced Team Leader / Assistant Manager for an International BPO Voice Process. If you have a proven track record as a Team Leader in an International BPO, a strong grasp of operational metrics, and excellent communication skills, we want you to lead our client's talented team!
Role and Key Responsibilities
• Team Supervision : Take day-to-day supervision of a group of call center associates, including monitoring work and attendance in line with organizational policies and legal requirements.
• Performance Coaching : Effectively coach direct reports on their performance regularly, at a minimum weekly, to ensure that performance metrics are consistently achieved.
• Performance Management : Identify performance-related issues, develop clear action plans for improvement, and implement corrective actions, up to and including termination of employment when necessary.
• Service Delivery Excellence : Ensure that the service delivered to customers consistently meets contractual Key Performance Indicators (KPIs) and financial expectations.
• Communication & Expectations : Clearly communicate expectations to employees and provide timely updates on performance and other relevant information.
• Escalation Management : Provide subject matter expertise and support in handling escalated customer calls as needed.
• Team Meetings & Activities : Conduct regular Team Meetings to ensure expedient communication of relevant information and provide an open forum for input. Schedule and organize team activities to foster team cohesion and effectiveness.
• Process Adherence & Development : Stay current on internal work processes, policies, and procedures. Attend all required manager development training to enhance your leadership capabilities.
What We're Looking For
• Experience :
• Minimum 1 year of experience as a Team Leader in an International BPO (Mandatory) .
• Must be currently working as a Team Leader in an International BPO.
• Experience in a Voice Process is essential.
• Operational Expertise : Strong understanding and proven track record with operational metrics such as Attrition, Shrinkage, and CSAT .
• Communication : Must have good communication skills , both verbal and written.
• Availability : Willingness to work in a 24
• 7 rotational shift environment.
Perks and Benefits
• Good Incentives based on performance.
Interested candidates can call at or mail their CV to [HIDDEN TEXT].
Skills Required
International Bpo, Performance Management, Leadership Skills, Communication Skills, operational activities , Organizational Skills
💡 Quick Summary
Seeking a career-building opportunity? The Team Leader / / Assistant Manager / / BPO position is now open for candidates interested in the BPO Jobs sector. This role in Kolkata 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.