Team Leader Operations - English & Exams
Core
Deliver optimum floor support by mentoring/coaching team members, maintaining excellent Customer Service experience, and achieving process KPIs in a 24x7 BPO environment.
Role type
Senior IC Team Leader (Operations/BPO)
Builds
Customer service operations and team performance
Domain
BPO / Customer Service
Required skills
Team leadership, logical analysis, SOP creation, performance monitoring, shift scheduling, quality management, MS Excel, information security compliance
Preferred skills
BPO operations understanding, customer service principles
Technologies
MS Office, MS Excel
Responsibilities
Supervise, plan, and manage operations functions; create and maintain SOPs and knowledge articles; monitor team performance and service quality; prepare and direct schedules and manage attendance; conduct quality checks on calls; ensure compliance with information security policies and ISO 27001.
