Job description

Job Summary

We are seeking an experienced Academy BPO Team Lead with 5 to 6 years of experience to join our team. The ideal candidate will have a strong background in Generative AI and will be responsible for overseeing the day-to-day operations of our BPO team. This is a work-from-home position with a day shift schedule.

Responsibilities

Oversee the daily operations of the BPO team to ensure smooth workflow and high productivity.
Provide guidance and support to team members to achieve performance targets.
Implement and monitor processes to improve efficiency and quality of service.
Utilize Generative AI to enhance team performance and service delivery.
Conduct regular performance reviews and provide constructive feedback to team members.
Develop and maintain standard operating procedures for the BPO team.
Collaborate with other departments to ensure seamless integration of services.
Monitor and analyze key performance indicators to identify areas for improvement.
Ensure compliance with company policies and industry regulations.
Handle escalated customer issues and provide timely resolutions.
Train new team members on processes and best practices.
Foster a positive and collaborative team environment.
Report on team performance and progress to senior management.

Qualifications

Possess a strong background in Generative AI with practical experience.
Have excellent communication and interpersonal skills.
Demonstrate strong leadership and team management abilities.
Show proficiency in using BPO-related software and tools.
Exhibit problem-solving skills and the ability to handle escalations effectively.
Have a keen eye for detail and a commitment to quality.
Be adaptable and able to work in a fast-paced environment.
Hold a bachelors degree in a relevant field or equivalent experience.
Be self-motivated and able to work independently from home.
Have a proven track record of meeting performance targets and deadlines.
Show a commitment to continuous learning and professional development.
Demonstrate the ability to train and mentor team members effectively.
Be able to collaborate with cross-functional teams to achieve common goals.

Certifications Required

Certified AI Practitioner (CAIP) or equivalent certification in Generative AI.

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