BPO Team Lead

Leads a team ensuring the highest quality of service is provided to clients. • Monitors performance of the team and reports results and issues to higher-level leadership.• Assists team with escalated client or account issues.• Has input into hiring, staffing, and maintaining a diverse and effective workforce.• May interact with clients and internal departments to resolve issues.• Works with the team 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.• Ensures appropriate record keeping, reports, and related administrative functions are accurate and up-to-date.• Upon request, compiles and analyzes data to identify trends for root cause analysis

Skills Required • Good communication skills. • Good client service skills and leadership capabilities.• Basic knowledge, understanding and application of project management principles and methodologies.• Good analytical / problem solving skills. • Basic budgeting, business financial and P&L skills.