[Hiring] Team Lead @Transparent BPO

Role Description

A Team Lead is someone who provides direction, instructions, and guidance to a group of individuals (their team) for the purpose of achieving a certain goal. Effective leaders will know their team members' strengths, weaknesses, and motivations. Team Leaders are tasked with creating a positive and productive atmosphere within their assigned team and the contact center. This requires each team leader to remain upbeat, positive, and be an enthusiastic role model who displays strong leadership skills. A Team Leader guides, supports, and motivates agents to hit performance metrics and achieve team goals.

Qualifications

• High school Diploma
• Internal candidates: Not currently on any Progressive Corrective Actions & with tenure beyond the TBPO 90 day Probationary period
• Strong written and oral communication skills
• Ability to multi-task and work independently to complete tasks in a timely manner
• Excellent organization and prioritization skills
• Strong follow-up skills with attention to detail
• Excellent customer service and positive interpersonal skills
• Experience working both independently and in a team-oriented, collaborative environment
• Strong analytical, problem-solving, and decision-making skills
• Ability to work flexible hours with the possibility of working outside of contractual hours
• Appropriately accepts and acts on feedback received
• Is persuasive, encouraging, and motivational when giving feedback to others
• Ability to maintain a high degree of confidentiality
• Ability to stay cool and collected in emergency situations
• Ability to use Microsoft Office applications to create Excel trackers, PowerPoint presentations, Word-based action plans, etc.
• Attendance is in Good Standing
• Able to meet productivity demands with a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment

Requirements

• Handling Daily Operations
• Arrive early on shift 10-15 mins before
• Prepare and conduct morning meetings
• Ensure correct procedures are followed and routinely give directions to staff
• Step in to offer advice or authorize special adjustments when needed
• Schedule workers to ensure adequate coverage
• Send attendance reports daily
• Create and manage the logged in and break times of the agents
• Daily completion of previous day's payroll errors
• Liaise with OM for all questions and concerns regarding technical outages
• Update outages received by agents in a timely manner
• Ensure all company policies & procedures from Transparent BPO are upheld
• Check all systems before login and at end of shift

Benefits

• Motivation and Recognition
• Respond to customer concerns while encouraging and motivating your team
• Motivate and design competitions or incentives for the team
• Provide constant encouragement, praise, coaching, and assistance to agents in real time
• 80/20 balance: Spend 80% of your time with your team, and 20% behind your desk

Company Description

Transparent BPO is a leading provider of contact center BPO services. Through talent, process, and technology, we integrate with our client’s brands and culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and who will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.