Job Description
Responsibilities:
• Manage Voice process team's KRA goals and target achievement.
• Share Scorecard within the team and enable individual awareness of their KRA goals, targets, and their current stand.
• Arrange for team meetings and discuss operational issues and ways to achieve operational excellence.
• Take ownership of cases - keeping track and following up on escalated cases and ensuring the progress of cases through backlog review.
• Notify/discuss with the manager on cases that require assistance or that needs to be managed politically.
• Identify Knowledgebase availability and create/publish new Knowledge Base Articles.
• Jointly responsible, along with the manager, to identify candidates for PIP and plan for refresher training.
• To train people on topics that are identified by the escalation leads.
• Have appropriate succession planning in place for critical roles (like SME, Supervisor, Trainer) so that associates can be groomed up the ladder.
• Should be able to effectively lead conflict management in their team and resolve issues.
• Daily Management of shift.
• Administrative management of associates.
• Work allocation to associates, Monitoring and mentoring of associates on productivity, quality, and knowledge.
• Manage Voice process team's KRA goals and target achievement.
• Share Scorecard within the team and enable individual awareness of their KRA goals, targets, and their current stand.
• Arrange for team meetings and discuss operational issues and ways to achieve operational excellence.
• Take ownership of cases - keeping track and following up on escalated cases and ensuring the progress of cases through backlog review.
• Notify/discuss with the manager on cases that require assistance or that needs to be managed politically.
• Identify Knowledgebase availability and create/publish new Knowledge Base Articles.
• Jointly responsible, along with the manager, to identify candidates for PIP and plan for refresher training.
• To train people on topics that are identified by the escalation leads.
• Have appropriate succession planning in place for critical roles (like SME, Supervisor, Trainer) so that associates can be groomed up the ladder.
• Should be able to effectively lead conflict management in their team and resolve issues.
• Daily Management of shift.
• Administrative management of associates.
• Work allocation to associates, Monitoring and mentoring of associates on productivity, quality, and knowledge.
💡 Quick Summary
Seeking a career-building opportunity? The Team Leader (BPO) position is now open for candidates interested in the BPO Jobs sector. This role in New Delhi 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.
