Team Leader BPO - Melbourne

Gratitude Inc

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3 days ago

Team Leader BPO - Melbourne

2-15 Year(s)

Tarlac

Job Description

Key Skills

Telecom Domain Team Leader BPO Voice Process SLA Requirements Team Leading BPO industry Team lead operation OPERATIONS TEAM LEADER BPO Experience Telecom Process

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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.

Role

Team Leader

Timings

Australian Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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