SUMMARY:
Team Leaders required for BPO Call Centre / Finance / Insurance and / or hospitality
Role and 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
Qualifications:
- Degree and / or National Diploma (business
Work Experience - 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 / Finance industry
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
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 & Behaviour- Output driven mindset, determined, resilient, perseverant and persistent
- Customer Service Orientation
- Quality Orientation
- Empathy for effective on the job coaching and feedback
NB! This job is now closed. You can apply for other jobs by uploading your CV.
