Job Title: Team Lead - Support Services
Location: Pune
Position: 3
Job Summary:
The role of a Team Lead – Support Services is to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. The individual must be an organized, reliable, and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a Team Lead - Support Services, you must also have excellent customer service and communication skills. The goal is to do everything possible to attain organization goals and achieve great results for our company.
Job Responsibilities :
- Responsible for the day-to-day function of the systems and processes and ensuring high quality of services.
- Ensure all processes operate smoothly and align with our quality standards.
- Maximize the efficiency of all business processes.
- Monitor daily operations and address potential issues when they arise.
- Ensure that all process SOPs are up to date and updated in the company portal.
- Adhere to client requirements, manage client relationships independently, and work with the client organization to ensure target KPIs are met in the account.
- Manage attrition in the account and drive retention initiatives to manage tenured and experienced employees.
- Monitor financial data and recommend solutions to improve profitability.
- Ensure that the team is well-equipped, well-trained, and motivated to meet the service level agreement of the company.
- Lead team members, including Associate Team Leads of all teams and SMEs.
- Coordinate with team members to provide feedback related to process performance and training initiatives.
- Monitor the overall functioning of processes, identify improvement areas, and implement measures to maximize customer satisfaction levels.
- Establish process KPIs and conduct quality assessments.
- Perform trend analysis on MIS/data, identify deficiencies (tools, metrics, and reports), and recommend solutions to ensure maintenance of processes and procedures.
- Highly involved in Quality Assurance and Process Improvement activities to ensure customer standards and company standards are met.
- Schedule refresher training based on TNA (Training Needs Analysis) and be involved in quality checks, internal/external audits, and calibrations with the PTB department (Professional Telephonic Behavior).
- Conduct and maintain documented feedback, coaching, and counseling.
- Ensure work ethics are followed and conduct activities for team motivation. Coordinate with technology and other support functions to ensure smooth functioning.
Mandatory Requirements:
- Proven experience as a BPO center lead or in a similar position.
- Experience in customer service is required.
- Knowledge of performance evaluation and customer service metrics.
- Solid understanding of reporting and budgeting procedures.
- Proficient in MS Office.
- Outstanding communication and interpersonal skills.
- Excellent organizational and leadership skills with a problem-solving ability.
- Positive and patient attitude.
- Graduate; a higher degree in a relevant discipline will be appreciated.