How resources/talent is developed or can be developed for the leadership role.

Manmeet Singh Oberai

Amey Global Business Solutions Pvt Ltd

Amey Global Business Solutions is a one-stop-shop Business Process Outsourcing (BPO) located at Navi Mumbai, India. Amy Global provides cutting edge IT/ITES solutions at affordable costs, by offering a vast range of Business, Technical, and BPO solutions to a diverse set of national clients across BFSI, Telecom, Ecommerce, Media, and Real Estate sectors.

What we believe in giving opportunity to employees whom we have seen dedication and commitment over a period of time and understand their roles.

We have promoted 3 CRE to 2 of them as Team Leader Operations and 1 as Quality Executive.

Basis of identification is overall performance, employee interest area, his vision for his/her career.

If you pick the right people and give them the opportunity to spread their wings and put compensation as a carrier behind it you almost don’t have to manage them. Keeping this in mind Amey Global Business Solutions believes in giving opportunity with germane guidance from our seasoned veterans of BPO sector. We also believe success is where preparation and opportunity meet. With opportunity we also prepare our prodigy so that they can overcome any hindrance.

3 of our Customer Response Executive (CRE) have been given chance to prove their mettle as they are recently been promoted and given opportunity to show their sleight of hand on new arena. 2 have been promoted as Team Leader and 1 as Quality Executive.

Job Description of a Team Leader:

Provide team leadership and coaching:

• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
• Provide the team with a vision of the project objectives
• Motivate and inspire team members
• Lead by setting a good example (role model) – behavior consistent with words
• Coach and help develop team members; help resolve dysfunctional behavior
• Facilitate problem solving and collaboration
• Strive for team consensus and win-win agreements
• Ensure discussions and decisions lead toward closure
• Maintain healthy group dynamics
• Intervene when necessary to aid the group in resolving issues
• Assure that the team members have the necessary education and training to effectively participate on the team
• Encourage creativity, risk-taking, and constant improvement
• Recognize and celebrate team and team member accomplishments and exceptional performance

Focus the team on the tasks at hand or the internal and external customer requirements

• Coordinate with internal and external customers as necessary
• Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance
• Assure that the team addresses all relevant issues within the specifications and various standards
• Provide necessary business information

Coordinate team logistics:

• Work with functional managers and the team sponsor to obtain necessary resources to support the team’s requirements
• Obtain and coordinate space, furniture, equipment, and communication lines for team members
• Establish meeting times, places and agendas
• Coordinate the review, presentation and release of design layouts, drawings, analysis and other documentation

Job Description of Quality Executive:

Primary Responsibilities:

The specific responsibilities of quality executive in a call center depend on the business’s needs. If customer surveys have shown that customers feel as if they’re not being treated professionally, for instance, a quality executive might monitor phone calls to ensure representatives are following the organization’s protocols.

Quality Executive has to use statistical methods to take a proper sampling of the phone calls and then report the results of the study. For example, a quality-assurance analyst might listen to every worker at least three times a day, but randomly choose particular phone calls for monitoring. The availability of sophisticated call-monitoring software means quality they don’t always have to listen live to phone calls. Instead, they can use software to record certain phone calls for monitoring later.

Quality Executive also must stay abreast of industry trends. An analyst might study the practices of various firms within industry to identify what other quality-assurance teams are doing to improve customer relations.

About author

Manmeet Singh Oberai is a seasoned expert from ITES/BPO industry, having a rich professional experience. Handling Senior managerial role(s) for almost a decade, he has been in this industry for over 15+ years planning, executing, and managing several keystone projects in multiple sectors such as Service Operations, Strategic Planning, End-to-End Project Management, Training, Performance Management, Resource Planning and Management,  SLA Compliance, Process Development, and Process Improvements. Currently, he is the Founder and Director of Amey Global Business Solutions Pvt Ltd, a one-stop-shop Business Process Outsourcing (BPO) enterprise