Job Description of a Group Lead

I.            Job Description

This position is key in maintaining daily operational rigor, establishing successful client partnership, and paving the way for new business opportunities for the company. 

Principal Responsibilities:

·       Assists Operations Manager in ensuring smooth daily operations

·       Provides excellent customer service and determines the needs of the client

·       Implements and oversees the quality of deliverables and manages team relationships effectively to ensure exceptional performance.

·       Balances the needs of key stakeholders and ensures the teams that they are assigned with are aware of the combined end goals.

·       Establishes operational objectives and work plans, delegate assignments to subordinate Team Leads when necessary and conducts regular meetings to improve productivity, product knowledge, and customer satisfaction.

·       Manages and drives performance from the Team Leads and associates in meeting SLAs.

·       Participates in the development and presentation of proposals for business development

·       Analyzes performance trends and provide process improvements and resolution

·       Collaborates with Support groups in identifying gaps in the process and providing action plans and resolution

·       Manages program attrition

·       Assists Operations Manager in maximizing profit and reducing loss

II.               Qualifications:

·       Bachelor Degree

·       Experience in call center or BPO environment

·       At least 3 years in a supervisory role in a similar process

III.             Skills Required

·       Exceptional English verbal and written communication skills

·       Effective client management

·       Attention to detail and ability to multitask

·       Excellent decision making skills

·       Self-motivated and able to motivate others by providing constructive feedback

·       Ability to work well under pressure with minimal supervision

·       Proficient with Microsoft Office with strong emphasis on Excel