Bpo Operations Team Leader

Job description Manages a team of approximately 10 to 13 Team of Expert and ensures that all key metrics of performance per client are met or exceeded. Acts as the first level of escalations and resolves all people issues within the team through regular feedback, one-on-one, and team meetings. Manages team performance and is responsible for the overall development of the team; institutes creativity and enhances team performance and motivation fosters career advancement of the team members within the project or lateral movement. Manages retention and attrition Ensures company policies and procedures are adhered to Closely works with OMs/CRE to discuss errors/quality issues Implements all programs, systems, and procedures required by the management Works very closely with associates to resolve issues/problems through coaching Conducts meetings/daily huddles with the group on project and administrative concerns Requirements At least 1 year of experience in Telco Account 2 to 3 years of experience as a Coach is a must Knowledge of billing procedures and upsell Experience and knowledge as a Resolution Supervisor, Analyst, or Trainer is a plus with another company Knowledgeable in MS Office and databases Comfortable working with targets to exceed our client's expectation Excellent written and verbal communication skills Organization, proper decision-making, and analytical problem-solving skills Additional education or experience in a related field may be preferred