Job Details

Overview

Team Lead for BPO

Skills

• Good Communication and leadership skill

Job Description

• Should have experience in team leading role.Coaching & Development Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience Listens to individual calls and provides ongoing feedback/coaching Facilitates discussions on weekly/monthly achievement levels of goals to ensure improvement and efficient productivity is achieved Performance Management Writes and conducts performance evaluations/reviews Sets performance goals and objectives and provides to appropriate leadership Manages employee issues regarding attendance and performance and delivers appropriate corrective action as needed Administrative Communicates policy updates and company information through team meetings and one-on-one development sessions Documents all coaching/development sessions in appropriate client database in a timely manner Interacts with cross-functional support groups in order to manage day-to-day operations Other Responsibilities Handles escalated customer issues and works directly with customers to facilitate problem resolution in a timely and efficient manner Other similar and/or related duties as assigned per business needs