KRA of Team Leader in BPO Industry: A Brief Overview

Never Stop Learning

 Mar 16, 2023

KRA of Team Leader in BPO Industry: A Brief Overview

Understanding your Key Responsibility Areas (KRA) and working in the right direction to improve them can lead to promotions and salary increases as a team leader in BPO. A team leader who is aware of his job duties can efficiently guide their team members towards optimal outcomes. KRA of team leader in BPO industry helps in creating a pathway for him. 

In basic terms, KRA refers to the duties and tasks outlined in your job description that define your position and provide you with a clear understanding of your role.

In this write-up, we have covered the essential KRA that every team leader in the BPO industry should be familiar with to enhance productivity.

Are KRA and KPI the same?

KRA and KRI are distinct from each other; while KRA refers to the specific tasks an employee is expected to perform, KRI is a measure used to evaluate their performance.

Job Description of Team Leader in BPO

Given below are the points that showcase the job description of team leader in BPO- 

  1. Manages the functioning and day-to-day activities of groups.
  2. Establish precise targets and key performance indicators for the team.
  3. Assign objectives and duties to others and guarantee that they accomplish their goals on a daily, weekly, and monthly basis.
  4. It should be good in attrition & shrinkage.
  5. Conduct performance reviews on a regular basis. 
  6. Motivate the team.
  7. Determine the necessary training needs and provide information on actions taken.
  8. Pay attention to the suggestions and opinions of colleagues, and deal with any issues or disagreements that may arise.
  9. In charge of distributing the schedule to the members of the team.
  10. Gives recommendations to improve procedures for management.

KRA of Team Leader in BPO

KRA of Team Leader in BPO

1. Team Management

Effective team management involves using suitable strategies, actions, and approaches to obtain optimal results from team members. As the team leader at BOP, you are responsible for overseeing the actions of your team members.

As a team leader, an essential skill is to effectively motivate and encourage employees to work together towards a shared objective.

Your connection with your team members will remain strong when you communicate clearly and keep them motivated. To ensure successful team management, it is crucial to select suitable candidates and provide them with proper training.

2. Shrinkage Control

Shrinkage refers to the count of call center representatives who does not report to work on a pre-scheduled shift day. In a BPO, it’s crucial for team leaders to fill any gaps caused by the absence of team members when it comes to handling calls. Taking the necessary actions in such situations is a top priority responsibility for team leaders.

To decrease the shrinkage rate, it is beneficial to inform the team members about company policies and the potential consequences of the shrinkage. If any team members are absent from their duties without informing beforehand on a regular basis, they should be terminated to ease the workload for the remaining team members.

3. Attendance Management

Monitoring the number of hours an employee works is known as attendance management. As a leader of a BPO team, it’s important to have knowledge of attendance management procedures. It is important to ensure that your team members are following the attendance policies of the specific BPO they work for.

Managing attendance effectively can lead to improved team attendance and performance by minimizing absenteeism, tardiness, fatigue, and disinterest. Reducing absenteeism[1] can be achieved by effectively communicating shift details to team members and enforcing strict adherence to their designated schedules. If you are a team leader in BPO, it is crucial to handle your team’s leave requests with caution. Only approve leave if it is valid and sensible.

4. Employee Retention

The success of a team leader is significantly affected by their capability to retain team members. Various factors contribute to call center agents leaving their jobs, but if the reasons are identified and addressed, the rate of attrition can be reduced. The attrition rate serves as a gauge for determining the number of workers who have quit their jobs either by choice or through circumstances beyond their control.

Discussing onboarding, orientation, compensation perks, wellness offerings, and training & development with management can help to improve employee retention rates. Team leaders should consider engaging in these conversations if needed. It’s important for companies to hire team leaders that understand the value of retention of top employees.

Connect with a recruitment consulting firm that offers IT recruitment services

5. Training Team Members

If call center team members are trained adequately, they will become more skilled and informed about the products and services they handle. The competence of the team as a whole is determined by the quality of training provided by their leader.

It is important for team leaders to dedicate time towards regular training sessions for their team on a weekly basis.

When undergoing training, it’s important to listen to your team and inquire about any areas in which they require coaching. 

6. Client Management

It is important for every BPO team leader to possess the ability to handle connections with both current and potential clients. These leaders act as intermediaries between the company they represent and its clientele. A Team leader in BPO must work on enhancing client management skills. 

It is important for leaders of teams to have effective communication skills in order to convey their objectives and constraints to clients. Taking into consideration the needs of the clients and developing strategies accordingly while maintaining ongoing communication will increase the likelihood of retaining clients over a long period of time.

Keep in mind that the accomplishments of your clients greatly affect the prosperity of your company.

7. Floor Support

Assisting and motivating call centre representatives during their calls to improve their output is what floor support entails. Its purpose is to boost customer satisfaction and sales growth. Your team members would be comfortable reaching out to you whenever they require assistance. Offering assistance to agents and providing training is crucial for successful on-floor support.

8. Improve the Under Performers

If a call centre employee is not meeting the expected standards, it is best to provide training in their weakest areas instead of terminating their employment. It is because a little bit of training can significantly improve their performance, and firing them should not always be the first option.

By conversing with those who are not meeting expectations, recognizing the issues at hand, effectively relaying work requirements, and hosting gatherings to educate and instruct, it is possible to boost productivity among lacklustre employees.

9. Quality Control (QC)

Quality control involves making sure that customer service representatives engage with clients and fulfil their particular needs through various communication channels like phone calls, online chats, emails, and social media. Each customer has unique demands which call center agents have to address.

Leaders who have well-developed analytical abilities and a clear focus on achieving specific objectives will be successful in overseeing quality control measures.

10. Process Improvement

BPO customers will be unhappy if there is a slight delay in service, while call center agents are required to carry out repetitive tasks efficiently. Establishing Key Performance Indicators (KPIs) and keeping track of them can aid in enhancing procedures.

To improve the process, team leaders must concentrate on managing agent work schedules and handling follow-up calls.

Does every job have KRA & KPI?

All jobs will have Key Result Areas (KRA) and Key Performance Indicators (KPI), although they will differ based on the nature of the job.

The Final Words 

The success of a team leader in BPO industry is connected with his KRA. Bringing consistent improvement in key working areas yields excellent outcomes in the long run. Perform your tasks on time, stay relevant, and lead your time like an expert; success will be yours. 

Read our Article:Key Result Areas (KRAs): Characteristics, Importance & Applicability

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