Team Leader - Operations

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15,000 – 20,000 PM

Graduate, Freshers , Experience in BPO Sector

  • Work closely with the team, motivating and coaching them
  • Hosting 1-2-1’s and team meetings
  • Keeping up to date with business development and new product lines
  • Reporting to the Operations Leader
  • Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
  • Ensure training and development plans are maintained for all team members
  • Use company methodology, team input and own initiative to ensure attendance and employee retention targets are achieved
  • Manage the fair and consistent application of performance management and disciplinary measures as necessary
  • ·         Support the Operations Leader to highlight operational risks and areas for improvement

    ·         Lead and inspire a team of recruiters to deliver excellent levels of individual/team performance and customer satisfaction

    ·         Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team

    ·         Work with the management team to identify and deliver positive change and business efficiencies

    ·         Deliver the allocated part of the operation within agreed budgets, service levels and business targets

    ·         Escalate any appropriate problems to senior management

    ·         Support the Operations Leader to highlight operational risks and areas for improvement


  • Team management experience
  • Coaching and communication skills
  • Minimum of 2 years’ experience as a Team Manager/Leader
  • Experience within outbound and inbound calling requiring influencing/convincing skills
  • Excellent leadership and communication skills
  • Strong coaching and people-development skills through call listening, quality feedback, etc.
  • Ability to deal with people with limited education background and speak their language
  • Energetic and motivating individual
  • Creative thinking