BPO Team Lead

Supervises team ensuring the highest quality of service is provided to clients. Monitors the team's performance and reports results and issues to higher-level leadership. Assists team with escalated client or account issues. Manages the hiring, staffing, and maintaining of a diverse and effective workforce. Responsible for career development/planning, performance, and pay discussions with team members. Interacts with clients and internal departments to resolve issues. Leads staff to complete assignments using established guidelines, policies, and procedures. Demonstrates professional courtesy and represents the company in a positive manner in all areas of internal and external communications. Responsible for appropriate record keeping, required reports, and ensuring related administrative functions are correct and maintained. Compiles and analyzes data to identify trends for root cause analysis. Metrics Management - Data-driven approach towards Metric Management and ensure the assigned team members meet their desired level of performance on all metrics. Knowledge, understanding, and application of project management principles and methodologies. Ability to make quick decisions and agility to implement action items in an expedited time frame. Strong MS Office skill set to perform reporting duties. New hire must have a working device (such as cell phone or tablet) for the 2-Factor Authentication process All new hires will be required to successfully complete our Call Center training classes and demonstrate proficiency of the material. Must Pass Drug screen Must Pass a background check with Education check and employment verification check. Required schedule availability for this position is Monday-Friday 7:00 am ct to 7:00 pm (Central Time), Saturday mornings (rotating) 8:00 am to 12:00 pm (Central Time) could also be required Shift times may be changed as per client requirements. Additionally, Overtime may be required based on business requirements. INDBPO LI-MIWS