Description
RESPONSIBILITIES:
- Maintaining positive relationships with BPOs by establishing a good line of communication between the Team Leads and the company.
- Monitor and analyze KPIs and establish an action plan
- Monitor the daily activities of the BPO and make sure that action plans are being followed
- Create and present performance progress reports for the assigned BPOs
- Leading the assigned BPOs in managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
- Address BPO's concerns in reference to Quality, Customer Experience, Coaching, and Operations.
- Oversee and administer quizzes and tests to ensure employees have a firm understanding of company policy and guidelines
- Assessing customer feedback and using your creativity to establish, improve, and refine the customer experience.
REQUIREMENTS:
- Minimum of 1- 2 years working experience as Team Lead in any contact centre
- Good written and communication skills
- Permanent position
- Proficient in English in both oral and written
- Able to fluently speak, read and write Bengali
- Strong analytics skills and good in reporting
- Experienced managing a team of 15-20 headcounts or monitoring BPO performance
- Experience in reporting using Microsoft Excel or Google Sheet is an added advantage
- Experience in Zopim/Zendesk is an added advantage
- Able to work on shifts, weekends and Public holidays
- Willing to take on additional task assign
- Reliable, punctual and motivated
- Strong Analytical skills
WHAT WE OFFER:
A top-notch office in Kuala Lumpur, Malaysia close to amazing restaurants. Inside the walls of this office you'll find:
An empowering, international and agile working environment
- Responsibility from day one in an innovative and rapidly expanding tech business
- Regular office parties and exciting team events
- And a bunch of cool extras including a kicker table and table tennis, as well as free fruits and, of
- course, a monthly corporate allowance for foodpanda.