Team Leader BPO

Designation: Team Leader BPO

Experience: 1 years+ (on the same designation in BPO)

Salary: 25K- 32K Gross with added incentives

Location: Address : - 3rd Floor, B Wing, North and South Central Facility Building, Mihan SEZ, Nagpur- 441108

Roles & Responsibilities:

• Responsible for maintaining discipline and absenteeism of the team on the floor.

• Responsible for staff retention within the team.

• Coordination between Managers and Team Members.

• Ensure prompt and accurate service and achievement of targets.

• Responsible for Team Building & Implementation of Processes

• Team handling and Mentoring.

• Performance feedback session to be provided to agents.

• Analyze various reports including process dashboards & team performance reports.

• Should have working knowledge of AHT and WFM.

• Primary focus on achieving SLA.

• Motivating associates through effective management, career development & implementation of reporting mechanisms.

• Timely Submission of Operations Review

• Preparing roster and manage shrinkage

• Conduct audits & share feedback with team members

• Monitor team performance and report on metrics

• Good analytical skills, expertise in MS Excel