Team Lead - Final Expense

About the role

The Team Lead Final Expense manages a team of customer sales and service associates, coaching and training them while motivating, counselling and recognising their performance. The team lead typically oversees about 15 associates who report directly to him.

Key responsibilities

• Train and coach the team based on TNA identified through live monitoring and QA evaluations, following industry best practice, and measure performance before and after training
• Hold monthly performance reviews of each team member through action plans
• Maintain at least 80% confirmed resources with more than 60 days of tenure, working with A, B and C performers to turn Cs into Bs and Bs into As
• Keep the quality score at the client requirement and the company QA standard of at least 95%
• Keep documentation of performance, quality standards and discipline, including positive communication
• Identify potential leaders within the team and work with the training department to develop successors

Required profile

• Bachelor's degree in business or a related field
• 2 years of BPO experience
• 1-2 years of leadership experience

Required skills

• Excellent communication and interpersonal skills
• Knowledge of MS Office
• Strong leadership and mentoring/coaching skills

What we offer

• Gym facility, medical insurance and paid leave
• Provident Fund and EOBI
• Training programs
• Competitive salary plus bonus, transport for females and career path