What should be the job description for a TL in a BPO? - call handling
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ruchi12 Started The Discussion:

Hi !!! I m looking for job description of a TL in BPO which i can include in their promotion letter.. Ruchi.

fayeg -  Member Since: Jun 2006
Hi,

Some details from what I know.

To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Frontliners and Management. To offer creative solutions.

Delivery of team sales, service level components, quality and productivity targets & indicators.

People Management, including all HR related issues, as well as staff development.

Operational Management: Managing the floor, adherence to schedule.

Ownership and problem resolution.

Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.

Training and development of staff.

Motivation, leadership for a team of 17 and developing future leaders.

Recommendations for product and process development based on customer feedback and analysis of the same.

Conducting performance appraisal for the team.

Contribute for the initial hiring and selecting process of the front line.

Compiling reports on team’s performance and customer feedback.

Communication and being a focal point of dissemination of information from management to team and vis versa.

Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management.

Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling and call center processes.

Possesses certain additional supervisory level authority for reversal of charges. Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business. Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.

Prativa -  Member Since: May 2007
Hi Ruchi, If u mention for which dept. u require the job description of a TL,then it is easy to get the answer..bcoz in every dept. the role is different. Prativa

ruchi12 -  Member Since: May 2007
Quote:
Originally Posted by Prativa
Hi Ruchi,

If u mention for which dept. u require the job description of a TL,then it is easy to get the answer..bcoz in every dept. the role is different.

Prativa
Hi Prativa,

I am searching for content of promotion letter for a team leader post.....which is done from within the organisation.....in a BPO(Call Centers).......like their further job duties and responsibities......Can you help me in making that..


Ruchi.

ruchi12 -  Member Since: May 2007
Hello Fayeg Sir , Information you provided is helpful.........Thanx alot................ Regards Ruchi

sabyasachip -  Member Since: Jun 2008
Hi All,
I am looking for an opening in Operations in either a domestic or international BPO in kolkata or Mumbai.
The position that i am looking for are,Ops Manager/AVP/Site Head
Its urg

I am attaching my CV.

Sabyasachi Palchaudhuri


B2/20,ONGC Officers colony,Amrutnagar,Ghatkopar (W),Mumbai-400086
,sabyasachip@gmail.com 9833280057
__________________________________________________ __________
Experienced leader of customer service operations and call-center systems.
Repeatedly built cohesive teams and achieved high standards of quality and productivity in constantly changing and competitive business environments. Provided turnaround leadership for operations for the company. Restored profitability and boosted revenues. Led essential training, and business reorganization initiatives.
__________________________________________________ _____

EXPERIENCE

DELL INERNATIONAL SERVICES,MOHALI
December 2006 – November 2008
Area Manager (Operations)


One to one relation building.
Analyze various reports including process dashboards & team performance reports.
Motivating associates through effective management, career development & implementation of reporting mechanism.
Timely Submission of Operations Review
Attrition control
Propagate positive teamwork across work groups & drive business results.
Own and Drive continuous improvement within the process through actively identifying such opportunities through Quality initiatives.
Develop/implement action plans to achieve desired performance levels.
Identification of improvement areas and making action plans for improvement




WIPRO BPO, KOLKATA
November 2004 –November 2006
Sr. Group Leader (Operations) – Level 3 Communications

Team performance
Timely submission of Operations Review
Attrition control
Conduct audits & share feedback with team members
Analyze various reports including process dashboards & team performance reports.
Work with the manager to develop/implement action plans to achieve desired performance levels.
Propagate positive teamwork across work groups & drive business results.
Active participation during team huddles to ensure retention.
Own and Drive continuous improvement within the process through actively identifying such opportunities through Quality initiatives.


Achievements
Least Absenteeism on the floor till date
Zero attrition till date
Developed trackers for capturing leaves for the floor
Developed tracker for capturing stack ranking
Promoted as a Sr.Group Leader


WIPRO BPO, CHENNAI
November 2003 – October 2004
Group Leader (Operations) – Bellsouth DSL

Team Performance.
Performance feedback session.
Primary focus on CPM/SLA.
One to one relation building.
Analyze various reports including process dashboards & team performance reports.
Motivating associates through effective management, career development & implementation of reporting mechanism.
Timely Submission of Operations Review
Manage attendance and attendance incentive for the team.
Attain SLA through effective management of the daily operations of the team.
Resolving discrepancies related to Audits, PBPP at the earliest.
Attrition control
Conduct audits & share feedback with team members
Coordinate with client for Seibel issues for the complete floor.
Work with the manager to develop/implement action plans to achieve desired performance levels.
Propagate positive teamwork across work groups & drive business results.
Active participation during team huddles to ensure retention.
Own and Drive continuous improvement within the process through actively identifying such opportunities through Quality initiatives.
SPOC for open ticket issues, responsible to pull up reports and co-ordinate with other Group Leads to close the open tickets.
SPOC for Siebel issues for the site, responsible for taking care of issues with Siebel across floor.

Achievements
Was awarded as Best Group Lead for the quarter
Nominated as BCP owner for the process
Groomed 2 team members as Team leads
Groomed 2 members as SME for the process
Groomed 2 members as QA for the process
Lowest attrition till date


WIPRO BPO, KOLKATA
May 2003 – October 2003
Training Coordinator (Operations) – Dell / Hewlett Packard (HP)

My job involved providing assistance and technical trouble shooting for desktops and small office and home networks.
Was also responsible for taking up trainings for the new hires on floor.
Was also responsible for providing technical updates to the team members.
Trouble shooting OS Windows XP
Assisting customers in configuring various software’s
Assisting in configuring desktop to home networks.
Trouble shooting home network
Configuring network printers
Trouble shooting various network related issues for home networks.


Achievements
Was awarded as best agent for two consecutive months.
Was awarded as best agent for the quarter.
Was promoted as a GROUP LEADER for BELLSOUTH DSL.


WIPRO BPO, Belapur –
November 2002 – May 2003.
Associate (Operations) – MSN

My job involved providing assistance and technical assistance for various Microsoft products.
Taking trainings for new members in the team.
Assisting in handling the OJT Team.
Trouble shooting various Microsoft software’s


Achievements

Was awarded as best agent for two consecutive months
Was awarded as lowest MPI agent for two consecutive months in a row.


Zenta
April 2002 – October 2002
Officer Facilities

My job involved rostering of employees for their respective shifts.
Looking into the day to day smooth functioning of the transport department.
Used to take care of the Cafeteria along with the security involved in the company.
Used to manage all the events which were process specific that would include both
Indoor as well as outdoor locations.

Wintech Computers
March 2001 – March 2002
Franchise Manager

The job involved initially managing the Andheri center.
After a few months as the business grew. We started appoint franchisee.
To my credit I had setup the Vashi,Bombay central,Thane,Mulund,Borivili and the Ahmedabad centers
Successfully.
Also after setting up the center recruiting the staff and getting them trained as per the requirements of the business.
All the centers were doing good business ie around 8-10 lacs billing per month.

FUTUREPOINT Computer education and software development.
August 1998 – February 2001
Director

Started initially with computer education and hardware sales.
Partnered with Satyam ISP to sell their internet packages.
Later on also started with Data entry jobs.
Got the first offer from a Diamond export house to develop a customized software for them.
Then went on to develop many customized software for many companies .
We used to specialize in Database management software with VB as our front end.


__________________________________________________ _______________________________
AREAS OF EXPERTISE
People Management
Statistical Analysis
Trend Analysis
Hardware and home and small office networking
__________________________________________________ ______


EDUCATION

Graduate from Calcutta university
GNIIT from Mumbai






Sabyasachi Palchaudhuri




 
 
 
 





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