BPO Team Lead

Job description
2 Year experience in Lead role 2 Year experience using a computer with microsoft windows PC applicaitons Position is an onsite, in office role High school diploma or GED Preferences. Solid knowledge of business unit specific programs supporting mailroom operations, such as mail openers, OCR software and reporting applications. Solid communication skills. Demonstrated client service skills and leadership capabilities. Knowledge, understanding, and application of project management principles and methodologies. Solid analytical / problem-solving skills. Positive Outlook to changes being proposed. Ability to make quick decisions and agility to implement action items in an expedited time frame. Strong MS Office skill set to perform reporting duties. Supervises team ensuring the highest quality of service is provided to clients. Monitors the team's performance and reports results and issues to higher-level leadership. Assists team with escalated client or account issues. Manages the hiring, staffing, and maintaining of a diverse and effective workforce. Responsible for career development/planning, performance, and pay discussions with team members. Interacts with clients and internal departments to resolve issues. Leads staff to complete assignments using established guidelines, policies, and procedures. Demonstrates professional courtesy and represents the company in a positive manner in all areas of internal and external communications. Responsible for appropriate record keeping, required reports, and ensuring related administrative functions are correct and maintained. Compiles and analyzes data to identify trends for root cause analysis. Metrics Management - Data-driven approach towards Metric Management and ensure the assigned team members meet their desired level of performance on all metrics.

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