Team Lead Manager - BPO

Functional Area: Operations.

Role: Team Lead Manager.

Employment Type: Full Time, Permanent.

Industry : BPO (International Process). . 5 days working, 2 days Rotational week-off.

Job Description :

Team leader provides day-to-day work to the group, conducts workload studies, plans activities, sets direction, and provides supervision to and evaluation of direct reports..

Responsibilities :

- Ongoing review of team productivity.

- Ensuring team goals are aligned to business strategy and goals. Timely closure of EMS. Publishing reports , Pending Report, Productivity Report, Roster, Out of TAT cases, allocation reports, providing required data as & when required.

- Lead a high performing team through ongoing change management to maximize business performance.

- Be the point of contact for business analysis, recommendation and workforce consultation for forecasting, resource planning efficiency and effectiveness of inbound & outbound Full Time Employee (FTE) management.

- Lead, develop and maintain department function goals/objectives and process knowledge for the National team. Provide a clear line of sight for the Agent/Client experience, while mitigating operational, financial and reputational risk.

Required Skills:

- Minimum of 5 years call center/ BPO Team lead management experience strongly preferred..

- Take responsibility to achieve global service targets through proactive management of a multi-site, multi-skilled and one-Inbound & Outbound Call environments..

- Identify business trends and key performance indicators, innovative opportunities to enhance client experience and business/process efficiency and effectiveness..

- Develop strong working relationships with National team.