Team Leader - BPO Operations

- A Team Leader is responsible for managing a team size of 30 to 50 .

- The Team Leader's responsibilities are to ensure individual operators are performing against targets, while reviewing their performance and coaching them to do so and deliver as per client expectations and SLA's as per contract terms and conditions

- Create an inspiring team environment with an open communication culture

- Set clear team goals and delegate tasks and set deadlines

- Oversee day-to-day teams' operation and performance

- Monitor team performance and report on metrics, track productivity, quality and customer experience Identifying and assessing future and current training needs as per client requirements

- Motivate team members and discover training needs and provide coaching

- Listen to team members' feedback and resolve any issues or conflicts

- Ensure team follows standard operating procedures for all operational functions

- Ensuring team and process are achieving desired SLA's, Quality and taking corrective action, as needed.

- Preparing all MIS reports on daily, weekly and monthly basis as per the requirement of the organisation and client

- Coordinating with other centers in taking on other tasks or projects to support clients, other managers, or other centre's operations.

- Perform other ad-hoc duties as assigned by the management