Specialization: CUSTOMER SERVICES
Job description:
Team Leader - Performance: - Maintaining positive relationships with BPOs
- Monitor and analyze KPIs and establish an action plan
- Monitor the daily activities of the BPO and make sure that action plans are being followed
- Create and present performance progress reports for the assigned BPOs
- Leading the assigned BPOs in managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
- Address BPO’s concerns in reference to Quality, Customer Experience, Coaching, and Operations.
- Oversee and administer quizzes and tests to ensure employees have a firm understanding of company policy and guidelines
- Assessing customer feedback and using your creativity to establish, improve, and refine the customer experience
Quality Assurance Senior Team Leader is the front-line supervisor that is responsible for: - Leading a team of quality analysts both inhouse & across multiple BPO partners to perform audits for transaction quality and SOP adherence for the customer service team.
- To drive productivity & accuracy of audits performed within the team & also across BPO Partners
- To coach team members & BPO partners on evaluation methodology while coordinating with other leaders or partners to ensure that all relevant service levels and KPIs are met.
- To co-own SOP & be responsible for cascading new information/ updates within the team & BPO partners in a seamless fashion. Own relationship between SOP updates & impact on the scorecard for nonadherence
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