Starting as a Team Leader in a BPO: How Can I Excel in My New Role?

Hi, I am Saravana Kumar from Bangalore, and from Monday, 06/06/11, I am joining as a Team Leader for a Bangalore-based BPO Company. I would appreciate all seniors' suggestions and help, mainly on how I can be a good Team Leader. Please reply to me.

Thanks

Regards,
Saravana Kumar

Options for Becoming a Good Team Leader

Please consider the following options:

- Learn about the process.
- Identify the outages and their causes.
- Identify the potential in your team members and their career paths.
- Learn to interact with the client; shadow your bosses initially to learn the tricks of the trade.
- Build your own guidebook for escalations and how they have been managed.
- Identify the bottlenecks in the process flow.

Thank you.

Regards

To add to what (Cite Contribution) mentioned, also focus on how you can gel with the team and how the team can gel with you. After all, you are the Team Leader, and any leadership position—whether it's in BPO, IT, Non-IT, cricket, or even the Army—is as good or as bad as the 'Team.'

Regards,
TS

First of all, hearty congratulations on your new role. Always remember, a TL is the person who is a bridge between the higher management and the associates/agents. You will be the first person to feel the cold and heat of your associates/agents for all management decisions; that is, you would be the interpreter of all management decisions to your teammates. They are going to make the management decisions based on the interpretation given by you. Hence, always show the positive picture, take feedback, demonstrate growth prospects, and coach your teammates well.

Have a good rapport with your teammates (especially in the BPO sector). Give them respect and receive the same in return. Wishing you all the best.