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Education and other requirements:
· Minimum experience of 4 years with customer service in the BPO/BPM industry
· Minimum of 2 years' experience handling Financial Account (Fraud, Care, CC Collections) is a must,
· Bachelor's degree in any course or relevant experience
· A minimum of 3 years in the role of a Team Leader.
· Willingness to work in rotational shifts
Job Responsibilities:
· Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
· Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
· Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
· Regularly formulate and execute internal and external governance
· Effectively handle client escalations and formulate actions to resolve any concerns
· Work with the operations managers to obtain necessary resources like training and support for the team’s requirements
· Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & teams
· Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
· Familiarize the team with the latest process update and changes, team and individual targets
· Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects