Team Leader (BPO set-up)

Motivates a team of Customer Service Associates through performance coaching, career planning and setting educational objectives. Participates in quality calibration and validation sessions. Resolves employee issues and acts as the employee advocate when dealing with HR or departmental processes. Improves productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting, and employee engagement. Facilitates customer resolution for escalated calls and engages the necessary technical support. Follows up with unsatisfied customers to ensure issues are resolved and customers are satisfied. Reports operational achievements and progress to the operations manager on a regular basis including statistical analysis and improvement of action plans. Works with operations manager to ensure operational consistency. Builds relationship with the operational and technical department management of our key customers. Develops a strong relationship with the sales teams to increase support services agreements sales. This includes negotiating and closing services contracts. Delivers and exceeds on all Team performance targets.

Responsibilities

Motivates a team of Customer Service Associates through performance coaching, career planning and setting educational objectives; Participates in quality calibration and validation sessions; Resolves employee issues and acts as the employee advocate when dealing with HR or departmental processes; Improves productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting, and employee engagement; Facilitates customer resolution for escalated calls and engages the necessary technical support; Follows up with unsatisfied customers to ensure issues are resolved and customers are satisfied; Reports operational achievements and progress to the operations manager on a regular basis including statistical analysis and improvement of action plans; Works with operations manager to ensure operational consistency; Builds relationship with the operational and technical department management of our key customers; Develops a strong relationship with the sales teams to increase support services agreements sales. This includes negotiating and closing services contracts; Delivers and exceeds on all Team performance targets

Requirements

At least 3 years experience as a Team leader in a BPO industry; Must have a good understanding of a "services business"; Experience supporting global, high-availability operating environments; Demonstrated Leadership abilities and be achievement oriented; Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problem; Amenable to work on night shift, holidays and working onsite