Team Lead Operations Telecom Account

Job Title: Team Leader
Experience - Min 1.5 years Team leader on papers as a Team Leader with a BPO.
Hiring Location: Melbourne, Australia.
Salary - 7000 AUD per month.

Qualification : Must be a Graduate/Post Graduate.
Grade - F2 Reporting To - Assistant Manager/Manager
Shifts: Australian shifts Rotational.

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. Read more