BPO Team Leader - Sales/Back-office

SUMMARY:
Our Client is looking for experienced International BPO Team Leaders to help grow their Cape Town department.

POSITION INFO:
Performance parameters
 Acquiring expertise on different document type (ID/DL/Passport/Visa…etc.) for more than 200 countries
 To check and verify customers’ credentials and feed them correctly in database
 To identify and highlight fraudulent/fake/forged documents
 To meet Service Level Agreement, AHT and quality targets
 To report any bug or issue in CRM
 Participate in ideation workshop and share improvement ideas
 Adaptable to learn new document type, process, concept and skills
 Ensure adherence to process guidelines as per agreed quality standard on all SOPs
 Ensure that the assigned targets are achieved as per agreed SLA
 Ensure adherence to Company Policies and Procedures
 Should be flexible to work in a 24/7 environment
 Customer Satisfaction - as per agreed Key Success Factors.
 Process performance – as per agreed KSFs.
 Attrition - as per agreed KSFs.
 Quality and productivity Improvement
 Level of subject matter expertise – To be able to support team queries
Any other essential function that may occur from time to time as directed by the Supervisor
Role/Responsibility
 Upskill and manage KPI performance at an hourly/daily/weekly/monthly level
 Manage teams and ensure customer satisfaction, quality and productivity targets are met
 Motivate team members and control attrition
 Complaint and escalation management
 Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
 Provide coaching and feedback to team members to enable them to improve their performance.
 Assist new hires such that they are productive on the floor in the shortest possible time frame
 Client Interaction, where required – Daily/Weekly/Monthly
 Ensure compliance with internal policies and procedures, external regulations and information security standards.
 Collect and provide data required for various audits like GI/Internal Audit
Effectively manage queue and balancing of work loads
Competencies & Skills
 Prior Back office Experience
 Knowledge of the function, process and systems
 Coaching and Feedback ability
 Clear written and verbal communication
 Effective operations management
 Typing speed: Minimum 30 words per minute with 99% accuracy
 Knowledge of different document type (ID/DL/Passport/Visa…etc.)
 Identify and highlight fraudulent/fake/forged documents
 Eye for detail
 Good computer navigation skills
Values & Behavior
 Output driven mindset, determined, resilient, perseverant and persistent
 Customer Service Orientation
 Quality Orientation
 Empathy for effective on the job coaching and feedback
Education Requirements
Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.
Work Experience Requirements
Minimum 3 years of work experience in Business Process Off-shoring. Should have at least one year of supervisory experience in international Voice business, preferably in UK client domain and Insurance industry.

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