Operations Team Lead

Qualifications:

• Minimum of 2-3 years of experience in a BPO environment, with at least 1 year in a supervisory or leadership role.
• Preferably Proven Team lead experience in BPO
• Strong leadership and team management skills.
• Proficiency in performance metrics and reporting tools.
• Strong organizational skills and attention to details
• Knowledge of customer relationship management (CRM) software, call management systems, and reporting tools commonly used in the BPO industry

Key Responsibilities:

• Directly manage a team of 10-15 or more agents, including the provision of appropriate discipline, discharge, and ensuring accuracy of inputs regarding payroll documentation.
• Review and evaluate agents' performance on a weekly, monthly and quarterly basis. Pinpointing root cause for performance variance, trending, and creating improvement plans to correct and improve performance gaps.
• Maintain up-to-date level of product and procedural knowledge be being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.
• Responsible for administering company policies, best practices, and standard operating procedures to facilitate performance that exceeds client expectations.
• Responsible for accurately tracking and reporting the team's attendance and seeking coverage as needed to secure staffing and meet committed hours according to the client's expectations.
• Performs other duties as assigned.