BPO Team Lead

Job Description

"The successful candidate will be responsible for meeting or exceeding client goals for quality and

performance for assigned programs. This includes positively motivating Customer Service Representatives, monitoring program objectives, providing on-the-job training, creating a team / positive

atmosphere, developing overall contact skills and program troubleshooting. In addition, the incumbent

will be responsible for the administrative management of assigned Customer Services Representatives,

including weekly one-on-ones, 90-day, and annual reviews, and completing assigned reports and

feedback.

Responsibilities :

• Coaches CSRs through one on ones and side by sides on a monthly basis to provide performance

feedback and develop action plan to meet all performance targets and remove barriers.

to identify issues. Ensures CSR awareness of service levels.

issues requiring action or investigation.

initiatives.

overall operating performance of the organization.

understanding of issues and to provide consistency of action.

performance, as well as to identify customer irritants and trends. Attends consistency meetings

to ensure consistency in quality listening across the unit.

ensure customer and departmental interests are represented.

issue tracking.

steps to help lead the team to accomplish divisional goals.

Requirements :

management of individuals and processes.

and tight deadlines.

effective manner.

Apply

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