US BPO Team Lead

Functional Area: Operations

Role: Team Leader Operations

Salary: 40k to 50k pm plus incentives

Experience: 1-2 year as a TEAM LEADER in International voice process (US,UK)

Employment Type: Full Time, Permanent

NOTE: Only female candidates required

Job Description

team leader provides day-to-day work to the group, conducts workload studies, plans activities, sets direction, and provides supervision to and evaluation of direct reports.

Responsibilities

· Ongoing review of team productivity

· Ensuring team goals are aligned to business strategy and goals

· Timely closure of EMS

· Publishing reports , Pending Report, Productivity Report, Roster, Out of TAT cases, allocation reports, providing required data as when required

· Lead a high performing team through ongoing change management to maximize business performance

· Manage Collections’ Long Range Forecast, Scheduling, Shift-Bidding Recruitment planning

· Be the point of contact for business analysis, recommendation and workforce consultation for forecasting, resource planning efficiency and effectiveness of inbound outbound Full Time Employee (FTE) management

· Partner with National team, enabling Collections to execute strategies by ensuring the appropriate planning of inbound outbound resources facilitating first class, highly effective Client experience

· Lead, develop and maintain department function goals/objectives and process knowledge for the National team

· Provide a clear line of sight for the Agent/Client experience, while mitigating operational, financial and reputational risk

Required Skills

· Minimum of two years International BPO experience strongly preferred.

· Take responsibility to achieve global service targets through proactive management of a multi-site, multi-skilled and one-Inbound Outbound Call environments.

· Identify business trends and key performance indicators, innovative opportunities to enhance client experience and business/process efficiency and effectiveness.

· Develop strong working relationships with National team.

Qualification Experience:

HSC/ Garduate.

Job Type: Full-time

Pay: ₹40,000.00 - ₹50,000.00 per month

Benefits:
• Commuter assistance
• Provident Fund

Schedule:
• Monday to Friday
• Night shift
• US shift

Ability to commute/relocate:
• Thane, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Experience:
• total work: 2 years (Preferred)
• BPO Team lead: 1 year (Required)

Language:
• Fluent English (Required)

Shift availability:
• Night Shift (Preferred)

Work Location: In person

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