Lead – Operations/Customer Service – BPO/ITeS (5-7 yrs)

Roles and Responsibilities:

– Create an inspiring team environment with an open communication culture

– Set clear team goals

– Delegate tasks and set deadlines

– Oversee day-to-day operation

– Monitor team performance and report on metrics

– Motivate team members

– Discover training needs and provide coaching

– Listen to team members- feedback and resolve any issues or conflicts

– Recognize high performance and reward accomplishments

– Encourage creativity and risk-taking

– Suggest and organize team-building activities

– Directs, administers and controls the day to day operations and activities of facilities and programs in an assigned area.

– Provides leadership, support and guidance to facility management.

– Ensures compliance with an established company and regulatory guidelines and procedures to provide high quality service and outstanding customer care.

Requirements :

– Proven work experience as a team leader or supervisor

– In-depth knowledge of performance metrics

– Good PC skills, especially MS Excel

– Excellent communication and leadership skills

– Organizational and time-management skills

– Decision-making skills