Bpo Team Lead

Job Description:

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Manage a team of 15 plus associates.

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Client Interaction (emails and telephone)

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Create and maintain performance and productivity reports on a daily basis.

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Communicate and work with all support departments to ensure the availability of

infrastructure.

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Ensure that the attrition levels are kept to a bare minimum.

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Ensure that the defined SLA"s are met for the process.

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Ensure that productivity numbers are tracked on a daily, weekly, and monthly basis and

identify. associates who are not meeting these numbers.

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Come up with training programs to ensure that the gaps are met on the productivity and

quality levels.

Key Responsibilities areas (KRA"s):

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Responsible for overall and individual Team Productivity improvement on a monthly

basis using the previous months productivity numbers as a benchmark for excelling

in the coming month.

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Responsible for overall and individual Team Quality output improvement based on the

internalbenchmarks and SLA"s agreed with the client for each process.

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Responsible for Talent retention - Attrition as per the norms specified by the division.

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Responsible for Quality of review improvement and certified by the client based on

weekly review calls.

Responsible for Team Motivation to handRole & responsibilities

Preferred candidate profile