Job Title: Team Leader BPO

Hiring Location: Melbourne, Australia.

Salary: As per company standards.

Qualification : Must be a Graduate/Post Graduate.

Grade - F2    Reporting To - Assistant Manager/Manager

Shifts  -  Australian shifts Rotational.

Eligibility & Experience - Graduate with minimum 2-3 years Team leader expereince with a BPO handling a Telecom Project.

Responsibilities 

Operational

•    Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA

•    First level escalation point of contact for the local BU/Global Team

•    Responsible for the project execution, monitoring KPIs and Target compliance

•    Leads the team in ensuring compliance to provisions/commitments as stipulated in the Client Service

•    Monitor the team performance and provide regularly updates for specific KPIs, ensuring workload compliance and Develop and share knowledge with the team

•    Oversees effective resource allocation to meet both productivity and quality metrics

•    Documents issues as needed and ensures adherence to policy and procedures

•    Manages process, resources, and system applications

•    Follow standard practices and business procedures.

•    Performs ad hoc data analysis and participates on various process improvement as needed.

•    Validation and QA/QC – Perform validation checks for operational processes and data inputs/outputs.

•    Responsible for complying the internal quality standard.

•    Validate that the information gathered from third-party sources represents accurate new data that should result in an update, creation, or deletion in existing data.

•    Perform functions as directed by the immediate superior and local office project lead.

Key Performance Indicators

•    Handles any escalations that an associate is unable to handle, solves process related queries and

             handles grievances.

•    Listens to calls and coaches the team to enhance performance.

•    Monitors the calls/chat taken by the associates and provides them feedback.

•    Interacts with the quality team to seek feedback on the team’s performance and team quality scores.

•    Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides

them feedback.

•    Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work

related problems including scheduling or adjusting overtime requirements, break management as

necessary. Devises strategies to minimize attrition & absenteeism.

•    Organizes training program for the associates.

•    Interacts with other departments like HR and administration to develop and maintain effective rapport

and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.

•    Holds team briefing and de- briefings before and after each shift.

•    Organizes weekly team meetings to update the associates on any process changes, quality issues and

team SLA and KPIs.

•    Initiates and administers the rewards and recognition program for the team.

•    Organizes the monthly team outings in coordination with the associates and the team members.