Senior Team Lead Assistant Manager - Customer Experience
Senior Team Lead Assistant Manager - Customer Experience
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Job Description
The Senior Team Lead / Assistant Manager is responsible for overseeing and managing daytoday operations within the assigned process or project. This role involves ensuring efficient performance meeting SLAs
managing teams and implementing strategies to achieve business goals. The ideal candidate should have strong leadership problem solving and communication skills along with a proven ability to deliver results in a dynamic BPO environment.
Key Responsibilities:
- Operations Management:Monitor and manage daily operations to ensure process adherence and meet client SLAs and KPIs.Analyze performance metrics and identify areas for improvement to optimize productivity. Drive operational efficiency by identifying and eliminating process gaps.
- Team Management: Supervise and mentor Team Leaders and associates to ensure smooth workflow and high team morale. Manage team rosters attendance and performance appraisals. Provide regular feedback coaching and support to improve team performance and productivity.
- Client Interaction: Maintain strong relationships with clients address concerns and ensure client satisfaction . Conduct periodic reviews and meetings to discuss performance and suggest improvements.
- Strategic Planning: Contribute to strategic planning and execution of operational goals. Implement strategies to enhance customer satisfaction and achieve business objectives. Monitor trends and provide insights for process improvement.
- Compliance and Quality Control: Ensure adherence to company policies client requirements and compliance regulations. Monitor quality standards and implement corrective actions to maintain excellence.
- Reporting and Analysis: Prepare and share periodic performance reports with stakeholders. Conduct root cause analysis for any operational issues and implement solutions.
Qualifications :
Education: Graduate in any discipline (MBA preferred but not mandatory).
Experience:
- Minimum 57 years of experience in a BPO environment with at least
- 23 years in a team management role.
- Proven expertise in managing teams and handling client interactions.
- Technical Skills: Proficiency in MS Office (Excel PowerPoint etc.).
- Familiarity with CRM tools and reporting systems.
- Soft Skills: Strong leadership and team management skills.
- Excellent communication interpersonal and problemsolving skills.
- Ability to handle pressure and meet deadlines effectively.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
