Team Lead Call Center

We are looking for a dynamic Team Lead for our call center department. The resource should have a proven work experience of 4-6 years in a Managerial role in call center /BPO operation.

Responsibilities:

• Responsible for the team monthly targets and ensuring target achievement regularly.
• Responsible for developing the implementation approach and managing the impact on all business areas.
• Establishing, maintaining and strengthening relationships with clients considering organizational objectives with maximum ROI.
• Training and development of the team 
• Creating structures and procedures for the department
• Creating dialing reports and other reports for the senior management
• Keeping track of the market competition and developing strategies to stay ahead
• Listening to agent calls for QA and doing calibration sessions for improvement
• Responsible for the fulfillment of KPIs. Also, deliver monthly targets to associates.
• Responsible for all aspects of the project from business analysis to planning, stakeholder engagement and risk management.
• Managed the analysis and implementation of projects. Strategic analysis undertaken and delivered to inform, manage and drive stakeholder expectations.

Requirements:

• Proven work experience as a Team Manager
• Should possess excellent communication and leadership skills
• Experience of managing teams of more than 10 people
• Adequate knowledge of organizational effectiveness and operations management
• Budget development and oversight experience
• Familiarity with business management including financial principles and practices
• Ability to effectively communicate with all levels of the organization
• Leadership and organizational skills with people management skill
• Competitive salary package will be offered to the right candidate

This will be a night shift (EST) and 5 days job (Monday-Friday)  including health insurance