BPO Team Lead

2 Year experience as a SME or higher in a contact center environment 2 Years MS Office Suite Experience including report writing and presenting. 2 Years experience in Metrics Management - Data-driven approach towards Metric Management High school diploma or GED Required. Demonstrate exceptional client service skills and leadership capabilities. Apply comprehensive knowledge and understanding of project management principles and methodologies. Utilize solid analytical and problem-solving skills to address challenges effectively. Make quick decisions and implement action items with agility in an expedited time frame. Monitor team performance and report results and issues to higher-level leadership. Assist the team with escalated client or account issues. Oversee career development, performance, and pay discussions with team members. Interact with clients and internal departments to resolve issues promptly. Lead staff to complete assignments using established guidelines, policies, and procedures. Ensure appropriate record keeping, required reports, and maintenance of related administrative functions. Compile and analyze data to identify trends for root cause analysis. Provide coaching and feedback to the team based on individual metrics. Consistently coach and provide feedback to direct reports. Hold direct reports accountable to minimum expectations. Provide leadership with consistent team progress updates. Conduct call/transaction audits and participate in QA calibrations.