Bpo Team Leader

Team Manager / Service Delivery Manager

Qualification:

Responsibility:

Business / Customer:

• Certify controls laid down by the business to ensure successful audit by client and external party.

• Interact with customers (internal / external) and keep stakeholders appraised of the process performance.

• Create status reports for customers (internal/external).

• Manage and resolve escalations and issues raised by customers and process specialists.

• Ensure adherence to Quality norms and procedures.

• Identify & drive opportunities not limited to Cost Optimization, Process Excellence to enhance service delivery.

• Provide client/process related MI reports.

• Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.

• Identify & drive opportunities to enhance customer experience.

Project / Process:

:

• Support Knowledge transfer at the time of process transition from the business site.

• Drive team to achieve process Service Level Agreements / metrics ie productivity and quality targets within the established timelines.

• Ensure compliance controls are met.

• Ensure documented process guidelines are followed.

• conduct periodical reviews for process adherence.

• Conduct adhoc Quality checks.

• Review process audit findings and take corrective action.

• Innovate ideas to error proof the process & reduce manual interventions.

• Conduct process training or refresher trainings, if required.

• Maintain operations rigor around daily huddles, visual management, knowledge management, cross training etc.

• Initiate and deliver on process improvement projects to improve process efficiencies.

• Drive a culture of continuous improvement within the team.

• Provide updates and submit reports related to own area of work.

• Ensure optimum resource utilization through cross training initiatives and buffer management.

• Interface with other departments for getting required assistance or support for the team.

• Engage with other processes to understand and implement best practices.

People / Team:

:

• Conduct regular 101s to gauge the pulse of the team members.

• Guide and mentor team members.

• Groom self and team to support vertical growth.

• Allocate/Manage work and tasks to the team.

• Conduct team building activities to enhance motivation.

• Facilitate knowledge sharing and capture within and across teams.

• Conduct and participate in knowledge transfer sessions for new joiners in the team.

• Complete mandatory training for self as identified in the training plan for the project.

• Review VOC scores, provides feedback and recommend refresher training whenever necessary.

• Conduct performance appraisals for team members– provide input into the learning and career plans for team members.

• Report to the manager on performance, status and any escalations.

• Resignations / Absconder communication to Operations Manager.

• Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues.

• Manage attrition and absenteeism.

• Support recruitment efforts for the team.

• Completes all mandatory assessment/ certifications as applicable like Antimoney laundering training (AML).