Business Analyst

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.