Website:
konecta.com
Job details:
Role Overview
The Job role will involve working with the UK based International Energy Brand .The Sr.Team Lead BPO Operations is responsible for managing a team of Customer Service Associates to deliver consistent service quality, achieve performance targets, and ensure compliance with client and organizational standards. The role involves people management, performance coaching, real-time operations support, and close collaboration with internal stakeholders. The Suitable Candidate will work with the Billing , Payments , Collections & Settlement departments which is the key area of the business. Will be leading the Agent team are responsible for ensuring the customers from these processes for accuracy .
Key Roles & Responsibilities :-
- Minimum ( 8 -12 yrs) of experience from the BPO Industry with the Back Office and Voice Process is required .
- Individuals from the Energy , Telecom Billing & Utilities domains will be most Prefered .
- Lead, coach, and motivate a team of CSAs to meet and exceed productivity, quality, and customer satisfaction targets.
- Monitor daily performance metrics including AHT, CSAT, FCR, adherence, shrinkage, and quality scores. Drive SLA, TAT, CSAT, and quality compliance for voice and non-voice processes
- Coach team members on effective communication skills specific to each channel.
- Will be Overseing the Agents from process of Billing , Payments and Collections processes.
- Conduct regular team huddles, one-on-one sessions, and performance reviews
- Identify performance gaps and implement corrective action plans, including coaching and improvement plans
- Ensure compliance with process guidelines, client SLAs, data security, and company policies
- Support new joiner onboarding, training reinforcement, and knowledge transfer
- Handle escalated customer issues and provide timely resolution
- Collaborate with Quality, Training, Workforce Management, and HR teams to drive continuous improvement
- Prepare and share daily, weekly, and monthly performance reports
- Maintain high standards of discipline, attendance, and team morale
- Drive engagement initiatives and promote a positive team culture
Key Skills & Competencies
- Hands-on experience managing Voice, Chat, and Email support operations of the Banking & Financial processes.
- Understanding of omni-channel customer experience and quality benchmarks
- Strong people management and coaching skills
- Excellent verbal and written communication skills
- Data-driven mindset with strong analytical ability
- Problem-solving and decision-making skills
- Ability to work in a fast-paced, target-driven environment
- Proficiency in MS Excel, reporting tools, and contact center systems
Additional Requirements
- Willingness to work in shifts, including weekends or holidays as per business requirements
- Experience handling client interactions and audits is preferred
- Strong understanding of contact center KPIs and operational metrics
Click on Apply to know more.