Team Lead Operations

About the role

The Team Lead Operations manages a team of customer sales and service associates, coaching and training them with motivation, counseling and recognition. The standard team size is 15 associates reporting to the direct reports.

Key responsibilities

• Training and coaching: identify training needs through live monitoring and QA evaluations, follow a schedule based on industry best practice, measure performance before and after training, and run monthly performance reviews with action plans.
• Maintain at least 80% confirmed resources with more than 60 days of tenure, working directly with A, B and C performers to turn C's into B's and B's into A's.
• Quality assurance: keep the client-required quality score and a company standard QA score of at least 95%, and keep documentation on performance, quality standards and discipline.
• Succession planning: identify potential leaders 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 and 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 and career path.
• Competitive salary plus bonus, transport for females.