Hello everyone.
I am expecting a job offer from a BPO for a team lead position. It is basically customer for other companies.
The Duties are
I am expecting a job offer from a BPO for a team lead position. It is basically customer for other companies.
The Duties are
- Coaches CSRs through one on ones and side by sides on a monthly basis to provide performance feedback and develop action plan to meet all performance targets and remove barriers. Supports the individual CSRs in developing their own career path.
- Provides ongoing floor support daily to CSRs to assist with product and process knowledge and to identify issues. Ensures CSR awareness of service levels.
- Reviews departmental and individual performance reports on a daily basis to identify trends and issues requiring action or investigation. Delivers measurable and sustainable results by contributing to continuous improvement initiatives. Contributes to the development and delivery of initiatives that contribute to improving the overall operating performance of the organization.
- Attends leadership meetings and conducts team meetings regularly to ensure common understanding of issues and to provide consistency of action.
- Performs quality listening on CSR calls daily to assess both customer experience and CSR performance, as well as to identify customer irritants and trends. Attends consistency meetings to ensure consistency in quality listening across the unit.
- Represents Call Centre team, as required, at inter departmental meetings or on projects to ensure customer and departmental interests are represented.
- Leads departmental initiatives as required, e.g. Outbound campaigns, recognition programs, issue tracking
- Proactively work within the division to raise awareness, also build team dynamics and take steps to help lead the team to accomplish divisional goals.
