BPO Team Leader
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I am a highly motivated, people focused individual, dedicated to providing customer service excellence, at every opportunity to ensure we create better outcomes for our clients and their customers. I believe in building meaningful relationships with everyone in my team to ensure that I know what their strengths and development areas are, which allows me to coach, support, and effectively create development plans for each induvial in my team to grow in the business or to implement performance management strategies to ensure my people and peers thrive and get all the support and tools needed to excel to ensure that the department reaches all metrics.
I have vast knowledge of risk and compliance as I was operational oversight officer at Thames water and implemented the Training & Competence scheme at the campaign, assisted with all audits that needed to be completed by operations to ensure that the campaign is always compliant.
I believe, if serving is below you, Leadership is above you. Leaders are servants to our people.
We are here not to advance ourselves but to advance our people. We are not here to take our people where they want to be because it's easy or safe, we are here to take them where they ought to be because we know their strength and potential, even when they don't see this in themselves.
Great leaders don't tell you what to do, they show you how to do it.
This is important to get your people's buy-in and confidence in you. This is where you will LEAD by example and always do the basics effectively
How to reach all KPI targets.
Mentoring and developing my team
Communicating with external and internal stakeholders
Developing & Coaching team members to ensure they can deal with customers, providing excellent communication skills, trouble shooting, complaint management and first-time resolution
HR processes : Sickness and Absent management, creating disciplinary packs, initiating disciplinary hearings
Risk and compliance (GDPR reporting, operational and business governance)
Developing and implementing individual coaching plans
Being part of continuous improvement projects
Telephony and Webchat customer facing
NQF Level 4 Generic Business Management
