BPO Team Lead

Job Description:

• Accomplish human resource objectives by recruiting, selecting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions
• Provide information and analysis to organizational strategic plans and reviews.
• Prepare performance reports by collecting, analyzing, and summarizing data and trends.
• Planning and implementing strategies and operations; improving systems and processes; managing staff.
• Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
• Responsible for developing, analyzing, evaluating, delivering and interpreting our Center's key metrics.  This includes presenting the metrics in an understandable and useable format to share with our Center and the Leadership teams.

Requirements:

• Skills/Qualifications:‎ Customer Focus, Customer Service, Verbal Communication, Problem Solving, People Skills, Teamwork, People Management, Managing Processes.
• Solid understanding of Microsoft tools.
• Should have an analytical bent of mind with experience in creating reports using data extracted from systems and tools.
• Analyze trends within assigned operations, including data volumes; data patterns, staff productivity, and resource allocation.
• 3-5 years of experience in Related Industry.
• This person should have experience establishing metrics for monitoring success.
• Must be able to manage key metrics for driving productivity and quality.
• Successful track record of managing people to achieve company goals and objectives.
• Excellent communication skills - written, verbal and listening.