Team Leader / / Assistant Manager / / BPO

ConfidentialKolkata

30+ days ago

Job description

Hiresquad Resources is actively seeking an experienced Team Leader / Assistant Manager for an International BPO Voice Process. If you have a proven track record as a Team Leader in an International BPO, a strong grasp of operational metrics, and excellent communication skills, we want you to lead our client's talented team!

Role and Key Responsibilities

Team Supervision : Take day-to-day supervision of a group of call center associates, including monitoring work and attendance in line with organizational policies and legal requirements.
Performance Coaching : Effectively coach direct reports on their performance regularly, at a minimum weekly, to ensure that performance metrics are consistently achieved.
Performance Management : Identify performance-related issues, develop clear action plans for improvement, and implement corrective actions, up to and including termination of employment when necessary.
Service Delivery Excellence : Ensure that the service delivered to customers consistently meets contractual Key Performance Indicators (KPIs) and financial expectations.
Communication & Expectations : Clearly communicate expectations to employees and provide timely updates on performance and other relevant information.
Escalation Management : Provide subject matter expertise and support in handling escalated customer calls as needed.
Team Meetings & Activities : Conduct regular Team Meetings to ensure expedient communication of relevant information and provide an open forum for input. Schedule and organize team activities to foster team cohesion and effectiveness.
Process Adherence & Development : Stay current on internal work processes, policies, and procedures. Attend all required manager development training to enhance your leadership capabilities.

What We're Looking For

Experience :

Minimum 1 year of experience as a Team Leader in an International BPO (Mandatory) .

Must be currently working as a Team Leader in an International BPO.

Experience in a Voice Process is essential.

Operational Expertise : Strong understanding and proven track record with operational metrics such as Attrition, Shrinkage, and CSAT .

Communication : Must have good communication skills , both verbal and written.

Availability : Willingness to work in a 24

7 rotational shift environment.

Perks and Benefits

Good Incentives based on performance.

Interested candidates can call at 8467054123 or mail their CV to [HIDDEN TEXT].

Skills Required

International Bpo, Performance Management, Leadership Skills, Communication Skills, operational activities , Organizational Skills

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Team Leader • Kolkata