About the Role
The Back-Office Team Leader is responsible for managing day-to-day operations of a back-office processing team, ensuring adherence to SLAs, productivity, quality, and attendance KPIs. The role requires strong people management skills, hands-on operational involvement, and advanced proficiency in Google Sheets and Microsoft Excel for tracking, reporting, coaching, and performance analysis.
Responsibilities
Operational & Performance Management
- Monitor team adherence and tardiness twice daily, ensuring tardy hours do not exceed defined targets.
- Assign tickets on time and manage queues with hourly checks to maintain workflow balance.
- Track team productivity (TPH) by monitoring assigned vs. handled tickets every 3 hours.
- Ensure the team meets daily handling targets and SLAs.
- Actively handle operational tickets (minimum 3 tickets per day, per process) to maintain process knowledge and support capacity.
Quality & Coaching
- Conduct quality audits for a minimum of 5 tickets per scheduled agent per day using approved quality forms.
- Analyze failed quality attributes based on client QC feedback and internal audits.
- Deliver daily coaching sessions for identified errors and document coaching actions in a coaching tracker.
- Ensure 100% coaching completion for all identified quality errors.
Reporting & Communication
- Prepare and send accurate Daily Handover Report emails with 100% compliance.
- Maintain and update trackers related to adherence, productivity, quality audits, and coaching.
- Attend client meetings for knowledge sharing, updates, and process documentation.
- Escalate operational risks, performance gaps, and SLA risks proactively.
Tools & Data Management
- Build, maintain, and analyze trackers using Google Sheets and Microsoft Excel (formulas, pivots, dashboards).
- Use data to identify trends, gaps, and improvement opportunities.
- Ensure data accuracy and real-time visibility of team performance.
Qualifications
- 13 years BPO back-office leadership
- Strong ownership of productivity, quality, and adherence KPIs
- Advanced Google Sheets & Excel skills
- Hands-on team leader (ticket handling, audits, coaching)
- Strong data analysis, reporting, and communication skills
- Detail-oriented, proactive, and comfortable in a fast-paced environment
Required Skills
- Strong people management skills
- Hands-on operational involvement
- Advanced proficiency in Google Sheets and Microsoft Excel
Preferred Skills
- Experience in back-office processing
- Ability to conduct quality audits
