Team Lead Bpo Operations

3 months ago

North Melbourne, Australia Cicero Integrated Consult Enterprise Full time

Job Title: Team Leader
Experience - Min 1.5 years Team leader on papers as a Team Leader with a BPO.
Hiring Location: Melbourne, Australia.
Salary - 7000 AUD per month.

Qualification : Must be a Graduate/Post Graduate.
Grade - F2 Reporting To - Assistant Manager/Manager
Shifts - Australian shifts Rotational.

**Responsibilities**:
Operational
- Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA
- First level escalation point of contact for the local BU/Global Team
- Responsible for the project execution, monitoring KPIs and Target compliance
- Leads the team in ensuring compliance to provisions/commitments as stipulated in the Client Service
- Monitor the team performance and provide regularly updates for specific KPIs, ensuring workload compliance and Develop and share knowledge with the team
- Oversees effective resource allocation to meet both productivity and quality metrics
- Documents issues as needed and ensures adherence to policy and procedures
- Follow standard practices and business procedures.
- Performs ad hoc data analysis and participates on various process improvement as needed.
- Validation and QA/QC - Perform validation checks for operational processes and data inputs/outputs.
- Responsible for complying the internal quality standard.
- Validate that the information gathered from third-party sources represents accurate new data that should result in an update, creation, or deletion in existing data.
- Perform functions as directed by the immediate superior and local office project lead.
- Key Performance Indicators
- Handles any escalations that an associate is unable to handle, solves process related queries and
- handles grievances.
- Listens to calls and coaches the team to enhance performance.
- Monitors the calls/chat taken by the associates and provides them feedback.
- Interacts with the quality team to seek feedback on the team’s performance and team quality scores.
- Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides
- them feedback.
- Prioritizes and assigns work to associates and initiate corrective measures to resolve day
- to
- day work related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements team SLA and KPIs.
- Organizes training program for the associates.
- Interacts with other departments like HR and administration to develop and maintain effective rapport
- Holds team briefing and de
- briefings before and after each shift.
- Organizes weekly team meetings to update the associates on any process changes, quality issues and
- Initiates and administers the rewards and recognition program for the team.
- Organizes the monthly team outings in coordination with the associates and the team members.

Pay: From $7,000.00 per month

Application Question(s):

- Are you willing to work on site?

**Education**:

- Bachelor Degree (required)

**Experience**:

- Team Leader with a BPO.: 1 year (required)
- Telecom account: 1 year (preferred)
- Customer service: 2 years (required)

Work Authorisation:

- Australia (required)

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