Team Lead Operations – Final Expense

Touchstonejobs; Pakistan; On-site; PKR 1,339,000 - 2,009,000; Full time

Benefits offered by this job

Medical Insurance

Transport for Females

Lucrative Bonus

Job summary

Touchstonejobs is seeking a Team Lead Final Expense to manage a team of customer sales and service associates, coaching and training them to achieve high performance. The role typically oversees about 15 direct reports and requires strong leadership and mentoring abilities.

You will identify training needs, monitor performance, conduct monthly performance reviews, maintain quality scores, and work with the team to develop successors while ensuring adherence to client requirements and company

Qualifications

• Bachelor's degree in business or related field.
• 2 years of BPO experience.
• 1-2 years of leadership experience.

Responsibilities

• Train and coach the team, monitor performance.
• Conduct monthly performance reviews with action plans.
• Maintain quality scores and documentation.
• Develop potential leaders and successors.

Skills

Communication

Interpersonal

MS Office

Leadership

Mentoring

Education

Bachelor's degree in business or related field

Job description

The Team Lead Final Expense is responsible to manage a team of efficient customer sales/service associates in terms of performance. The team lead operations needs to coach and train, using skills such as motivation, counseling at the same time recognizing and rewarding the associates. As a standard a Team Lead needs to have with a total of 15 associates reporting to his direct reports.

Key Responsibilities

1. Training and Coaching:

• Identify TNA (with the help of live monitoring and QA evaluations) and follow a schedule to train and coach the team while considering the best practices in the industry.
• The Team Lead measurement and analysis of performance before and after training/coaching.
• Conduct and administer performance reviews of assigned team on monthly basis through action plans

2. Confirmation Percentage:

• Responsible to maintain at least 80% confirmed resources having over 60 days of tenure in the team.
• Working directly with A,B and C players and covert C’s into B’s and B’s into A’s.

3. Quality Assurance:

• Ensure that Quality Score is according to the client requirement, QA score to be maintained as a company standard is at least 95%.
• Maintain the documentation for every report in terms of performance, quality standards & discipline including but not limited to positive documentation/communication.

4. Successor:

• Responsible to work closely with team members to identify potential leaders.
• Work on the existing team member’s skills in collaboration with the training department to develop successors.

Knowledge, Skills, Abilities & Other attributes

Education

• Bachelor’s degree in business or related field

Skills

• Excellent Communication and interpersonal Skills.
• Knowledge of MS Office
• Strong leadership skills
• Strong Mentoring/Coaching Skills.

Duration and Nature of Previous Experience

• 2 years of BPO experience.
• 1-2 years of leadership experience.
• Medical Insurance
• Training Programs
• Market Competitive Salary + Lucrative Bonus
• Transport for Females