Team Leader (BPO)

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.