Job Description

OVERVIEW:

As an FLM or Team Lead (TL), you will oversee and manage a team of production specialists in the assigned queue/process, fostering a healthy and productive work environment. You are responsible for achieving the team's productivity and quality targets, which includes enhancing performance through CPMs, quality and compliance metrics, as well as employee engagement and retention. Additionally, you will mentor team members and address issues as the first level of escalation.

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JOB RESPONSIBILITIES:

• Manage a team of Production Specialists.
• Respond efficiently and professionally to clients and internal stakeholders.
• handle and resolve customer complaints, identifying and escalating priority issues as needed.
• Build strong relationships with customers to enhance their experience.
• Ensure compliance with all company and departmental policies, procedures, and guidelines.
• Drive team performance to meet client metrics according to SLAs and support service delivery teams in stabilizing processes.
• Identify coaching needs for team members and provide timely support and follow-up.
• Analyze data to identify short-term and long-term trends, generate reports, and create graphical representations for business analytics and management reporting.
• Create and maintain customer-facing reports and dashboards for the location.
• Manage employee financials, including incentives, PBPP, QPLC, and prepare weekly, monthly, quarterly, and annual performance reports, PMS, and attrition metrics.
• Identify challenges in meeting CPMs and develop action plans; communicate effectively with clients and end-users.
• Understand quality assurance from an operations perspective.
• Recognize vulnerabilities in products and services, striving for zero penalties.
• Identify blockages and suggest improvement opportunities, delivering clear and actionable recommendations for continuous improvement.
• Oversee the end-to-end management of the Quality Assurance Specialists team.
• Ensure quality sampling targets (ISO) are met and that systems and measures are robust. Collaborate with internal and external stakeholders to support the business's strategic quality improvement plans.
• Serve as the point of contact for escalations and queries related to remediation work, managing stakeholder expectations effectively.
• 24/7 Shifts with rotational week offs

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QUALIFICATIONS:

• At least 2nd year college undergraduate
• At least 2 years of work experience as a Team Lead or supervisor in a BPO/call center
• Preferably has experience in a back-office and/or content moderation environment
• Knowledge of operating procedures
• Understanding of service levels
• Familiarity with process metrics
• Strong coaching skills
• Attention to detail
• People management and performance management abilities
• Analytical reasoning skills
• Awareness of MIS
• Knowledge of escalation guidelines
• Understanding of regulatory requirements
• Proficiency in MS Office (Word, Excel, PowerPoint)

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BEHAVIORAL SKILLS AND ATTRIBUTES:

• Ability to make judgments based on practical experience and past situations
• Excellent communication skills for providing client service
• Strong listening and communication skills, effectively conveying information both verbally and in writing
• Strong interpersonal and people management abilities
• Capable of managing large and complex teams
• Able to collaborate and communicate with individuals across organizational units, clients, onshore counterparts, and related teams
• Strong analytical skills with a focus on resolving issues through win-win negotiations
• Demonstrates and promotes exceptional client service and the concept of client delight
• Willingness to coach, develop, and mentor team members
• Effectively plan team leaves to ensure minimal business impact
• Strong decision-making skills