Team Lead Bpo Operations Telecom Account

6 hours ago

West Melbourne, Australia Go-Get Data Consultancy 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.
- Organizes training program for the associates.
- Interacts with other departments like HR and administration to develop and maintain effective rapport

and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
- 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

team SLA and KPIs.
- 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 year

Application Question(s):

- Are you willing to work on site?

**Education**:

- Bachelor Degree (required)

**Experience**:

- Team Leader with a BPO: 1 year (required)
- Customer Service handling a Telecom account: 1 year (required)

  • Bpo Process Trainers Telecom Project

    6 hours ago

    Melbourne, Australia Go-Get Data Consultancy Full time

    Job Title - Trainer Shifts -Australian rotational shifts Location - Melbourne, Australia Eligibility - Graduates with min 2-3 years’ experience as a Trainer with a BPO, must have at least 1 year with a Telecom process. Key Deliverables Working closely with client to understand requirements and business critical measurements, ensuring appropriate...

  • Avp Operations Bpo

    2 days ago

    Melbourne, Australia Go-Get Data Consultancy Full time

    Job Title: AVP Operations Location: Melbourne. Salary - 210K AUD Annually + Super + 10% Bonus. Job Summary: The AVP of Operations is responsible for overseeing and managing all aspects of the BPO operations, ensuring efficient service delivery, continuous process improvement, and exceeding client expectations. The role requires a dynamic leader with a...

  • Bpo Quality Analyst for a Telecom Account

    6 hours ago

    North Melbourne, Australia Go-Get Data Consultancy Full time

    Job Title = QA Location - Melbourne Salary - As per industry norms QUALIFICATION & EXPERIENCE - Education: Minimum Qualification - Bachelor’s degree, preferably management/business - studies/communication - Experience in Monitoring in a Quality team for at least 1 year preferably for customer facing process. - Exposure of at least 2 years to service...

  • HR Manager Bpo

    2 days ago

    West Melbourne, Australia Go-Get Data Consultancy Full time

    Job Title: HR Manager Location: Melbourne. **Salary**: 130K + Super **Job Summary**: The HR Manager is responsible for leading the HR function within the BPO, ensuring the alignment of human resources practices with business goals. This role involves developing and implementing HR strategies, managing employee relations, and driving initiatives to foster a...

  • Bpo Manager

    6 hours ago

    North Melbourne, Australia Go-Get Data Consultancy Full time

    Title - Manager Training & Quality Location - Melbourne, Australia. Salary - As per industry standards. Job Summary Manager - Training & Quality is responsible for developing and implementation of new hire training, business skilling & quality framework & strategy for the external client that helps manage performance, reduce risk and increase value for the...

  • Telecom Network Designer

    2 days ago

    Cabramatta West, Australia RMSI Full time

    **Position**:Telecom Network Designer **Work Locations**: Sydney **Required Skills/Experience**: - 3 to 5 years of working experience in planning, designing and detailed documentation for Australian Telco networks - Working experience in Access, Distribution and Transit networks across the network types FTTN/FTTP/FTTC/HFC - Skilled in the OSP and ISP...

  • Executive Manager IT Bpo and Corporate

    4 days ago

    Melbourne, Australia nbn™ Full time

    Job Expectations Build your career and Australia’s future. Not many people can say they are working on building Australia’s future. With us you’ll be doing just that, leaving a legacy for all Australians. Plus, there’s equal employment, great training, and true flexible working arrangements. We have an exciting opportunity at nbn for an Executive...

  • Enterprise Account Manager

    6 hours ago

    Melbourne, Australia BMS Performance Australia Pty Full time

    Massive Global SaaS Business - Working with high profile global existing global accounts - Supercharge your career in sales with a market leader **Enterprise Account Manager** **Salary $90-100k + Super + $150k OTE Uncapped** SaaS Senior Account Management role with some of the world’s most prestigious brands as clients. $1bn business with great profile...

  • SD WAN Specialist

    2 weeks ago

    Melbourne, Victoria, Australia TPG Telecom Full time $80,000 - $120,000 per year

    TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It's our why; our reason to exist. Now, we're proud to be one of Australia's leading mobile and internet providers. We're not just redefining telco, we're...

  • Head of Co-sourced Accounts

    2 weeks ago

    Melbourne, Australia Shore Solutions Full time

    We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Position Description: Client Relationships - Head of Co-Sourced Accounts - Who We Are We’re an award-winning...