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.

Job Segment: Manager, Management