BPO Team Lead

In these roles, you willbe responsible for:
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Responsible for recruiting, training, mentoring, communicating job expectations, assigning tasks, planning, monitoring, appraising, reviewing contributions of team members and administering scheduling systems
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Provide Management Information System (MIS) and operational statistics to the management, and share team members ' performance reports with them regularly
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Prepare team members ' performance reports by collecting, analysing, summarizing data and trends
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Planning and implementing strategies and operations, improving systems and processes
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Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis of the team
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Responsible for developing, analysing, evaluating, delivering and interpreting projects ' key metrics. This includes presenting the metrics in an understandable and useable format for sharing with leadership
Required Skills for this role include:
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Overall 4:6years of experience with customer focus and customer service skills
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Excellent communication (written, verbal), listening, problem solving and people management skills
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Good understanding of Microsoft Officetools
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Analytical skills with experience in creating reports using data extracted from systems and tools
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Ability to analyse and understand data related to project performance, SLAs, productivity, rostering, quality etc. and prioritize and repivot as necessary
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Ability to manage key metrics for driving productivity and quality
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Experience in handling a team as a subject matter expert (SME) or process expert will be an added advantage
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Flexible to work in 24 x 7 environment
Job Type: Permanent