Team Leader Operations @ Sequel HR Hiring

Job Description

Team Leader - Operations (Customer Service BPO)

Job Summary: As a Team Leader - Operations in a customer service Business Process Outsourcing (BPO) environment, you will be responsible for leading and managing a team of customer service representatives to ensure the delivery of exceptional service to clients. Your primary focus will be on optimizing operational efficiency, achieving performance targets, and fostering a positive and collaborative team culture.

Key Responsibilities:

1. Team Leadership:

   • Lead, motivate, and coach a team of customer service representatives.
   • Set clear performance expectations and goals for the team.
   • Conduct regular team meetings and one-on-one sessions to provide feedback and support.

2. Operational Management:

   • Ensure the team meets or exceeds predefined service level agreements (SLAs) and key performance indicators (KPIs).
   • Monitor and analyze operational metrics to identify areas for improvement and implement corrective actions.
   • Develop and implement efficient processes to enhance overall team productivity.

3. Quality Assurance:

   • Implement and maintain quality assurance processes to ensure accurate and high-quality service delivery.
   • Conduct regular quality audits and provide feedback to team members for continuous improvement.

4. Client Communication:

   • Act as a primary point of contact between the team and clients.
   • Collaborate with clients to understand their expectations and address any concerns or escalations promptly.

5. Training and Development:

   • Identify training needs and coordinate with the training department to provide continuous learning opportunities for team members.
   • Conduct regular skill enhancement sessions to improve the overall competency of the team.

6. Performance Evaluation:

   • Conduct regular performance evaluations and provide constructive feedback to team members.
   • Recognize and reward outstanding performance while addressing performance issues proactively.

7. Resource Management:

   • Manage resource allocation and workl

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Keyskills:   attrition voice process operations shrinkage international sla bpo kpi team leader