What are the responsibilities and job description for the Business Process Outsourcing (BPO) Delivery Lead position at Entrega?
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Job Position Summary:
The BPO Delivery Lead is responsible for overseeing the daily operations of a team of BPO Analysts, ensuring tasks are processed efficiently, accurately, and in compliance with service level agreements (SLAs). This role involves monitoring performance, providing training, resolving escalations, and driving process improvements. The ideal candidate has strong analytical skills, leadership experience, and an understanding of business process outsourcing workflows.
Responsibilities and Duties:
Supervision & Team Support
Job Position Summary:
The BPO Delivery Lead is responsible for overseeing the daily operations of a team of BPO Analysts, ensuring tasks are processed efficiently, accurately, and in compliance with service level agreements (SLAs). This role involves monitoring performance, providing training, resolving escalations, and driving process improvements. The ideal candidate has strong analytical skills, leadership experience, and an understanding of business process outsourcing workflows.
Responsibilities and Duties:
Supervision & Team Support
- Oversee the work of BPO Analysts, ensuring adherence to quality and productivity standards.
- Monitor workload distribution and adjust assignments as needed to meet SLAs.
- Act as the first point of escalation for process-related issues and provide timely resolutions.
- Identify inefficiencies in workflows and recommend process improvements.
- Ensure compliance with company policies, regulatory requirements, and client expectations.
- Conduct audits and quality checks to maintain high standards of accuracy.
- Train and mentor BPO Analysts to enhance performance and efficiency.
- Provide coaching on best practices, troubleshooting, and problem resolution.
- Assist in onboarding new hires and conducting refresher training sessions.
- Track key performance indicators (KPIs) and generate reports for management.
- Analyze trends in task processing and provide insights to improve operational efficiency.
- Collaborate with the BPO Delivery Manager to develop strategies for team performance enhancement.
- Ability to work independently as well as in a team environment.
- Highly organized with exceptional attention to detail and a high degree of accuracy.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Strong ethical standards and a high degree of integrity.
- Ability to handle sensitive and confidential information with discretion.
- Can work under pressure to meet strict deadlines and SLAs.
- Passion for continuous learning and staying current with software and applications.
- Knowledge of process automation tools and techniques is a plus.
- Enjoys working within a fast-paced team.
- Willingness to work full-time in Entrega’s Troy, MI office.
- A bachelor’s degree in business, operations or a related field.
- 3-5 years of experience in a BPO, back-office operations, or data processing role.
- Experience in a supervisory or lead role within a high-volume processing environment.
- Experience with JIRA or other project management tools preferred.
- Proficiency in Microsoft Office (Excel, Word, PowerPoint) and workflow management tools.
