Bpo Team Leader

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.