Como você pode mostrar liderança e iniciativa em BPO?
Terceirização de processos de negócios (BPO) é uma maneira popular para as empresas delegarem tarefas não essenciais a provedores de serviços externos. O BPO pode oferecer muitos benefícios, como redução de custos, eficiência, qualidade e flexibilidade. No entanto, trabalhar em BPO também requer certas habilidades e competências, especialmente liderança e iniciativa. Neste artigo, você vai aprender como mostrar essas qualidades no BPO e por que elas são importantes para o sucesso da sua carreira.
-
Sundareswaran KrishnamoorthyOperations Mgmt | Digital Transformation | Driving Business Excellence | Accenture | Deloitte | IBM
-
Maurizio MalliaHead of Customer Service | CX Leader | NPS/CSAT Enhancement | Complaint Reduction | Contact Center Optimisation for…
-
Sarsij PandeyLinkedIn Top Voice 🏆~ Sales & Marketing Professional | Edutech & SAAS | Growth & Partnerships | Student Outreach |…
Liderança não é apenas sobre gerenciar uma equipe ou um projeto, mas também sobre influenciar os outros, inspirá-los e criar um ambiente de trabalho positivo. Liderança em BPO significa que você pode se comunicar de forma eficaz, definir metas e expectativas claras, fornecer feedback e reconhecimento e resolver conflitos e problemas. Liderança também significa que você pode se adaptar a situações em mudança, lidar com estresse e pressão e tomar decisões acertadas. Para mostrar liderança em BPO, é preciso demonstrar essas habilidades e comportamentos de forma consistente e proativa, além de buscar oportunidades para aprender e crescer como líder.
-
Committed to fostering exceptional leadership in the BPO industry. I believe that true leadership transcends management; it's about inspiration, effective communication, adaptability, and creating a harmonious workplace. Setting high standards, offering guidance, and encouraging growth are pivotal in driving success. Let's collaborate to enhance leadership in BPO together. #Leadership #BPO #ProfessionalDevelopment
-
Commitment to deliver the best world class customer service and keep it consistent. -Take responsibility for your actions and decisions, ensuring commitments are met and quality standards are upheld. -Set high standards of performance and ethics, inspiring others to follow suit. -Clearly articulate ideas, suggestions, and solutions to stakeholders and team members. -Foster strong relationships with clients, stakeholders, and team members, nurturing trust and collaboration. -Set clear goals and metrics, working diligently to achieve and exceed targets. -Approach challenges with a positive attitude, seeking solutions rather than dwelling on problems.
-
Leadership and initiative in the field of BPO is crucial for achieving success. This article emphasises the significance of these skills in this dynamic sector. Leadership and initiative not only drive personal growth but also contribute to the overall efficiency and progress of BPO operations. Being proactive, taking ownership, and seeking opportunities for process improvement are vital elements that set professionals apart. In BPO, it's essential to adapt swiftly, collaborate effectively, and maintain a problem-solving attitude. Demonstrating these qualities not only enhances individual performance but also elevates team productivity and client satisfaction. Staying constantly ahead of the curve is key. I love this industry
-
In a rapidly changing environment like ours, it's essential to have thought leadership in all aspects of BPO operations. This leads to enhanced delivery and customer satisfaction.
-
As you climb the BPO ladder, take time to mentor newer members. Sharing your insights and experiences not only benefits them but also establishes you as a leader who is invested in team growth.
Iniciativa é a capacidade de agir de forma independente, sem esperar instruções ou aprovação de terceiros. Iniciativa em BPO significa que você pode identificar problemas e oportunidades, propor soluções e melhorias e tomar medidas para implementá-las. Iniciativa também significa que você pode gerenciar seu tempo e recursos, priorizar suas tarefas e entregar resultados no prazo e com qualidade. Para mostrar iniciativa em BPO, você precisa ser curioso, criativo e confiante, além de buscar feedback e apoio de seus gestores e colegas.
-
Having led significant change with BPOs such as Transcom, HP and Teleperformance, here are my key recommendations: -Actively seek areas for improvement within BPO processes or customer service, proposing innovative solutions. -Offer guidance and support to team members, sharing knowledge and best practices. - Propose new ideas or technologies that could benefit the BPO operation or the client's business. -Proactively address client concerns, foresee potential issues, and offer proactive solutions. -Suggest value-added services that could enhance the client's business operations or customer satisfaction. -Propose and implement standardised processes or best practices to improve efficiency and quality across operations.
-
As a leader in the Marines we call it centralized and decentralized if you exchange those for authoritative and collaborative in a sales team environment it’s the exact same. As a leader, you need to set expectations and guidelines for your team, but also allow them to contribute their ideas and input. It's also important different situations may require different levels of authority and collaboration. For example, in a high-pressure sales pitch, a more authoritative approach may be necessary. When your team exercises initiative adaptable and responsive to the needs of the team and the situation at hand. You can develop a leadership style that empowers your team while also achieving your desired outcomes.
-
Here are some initiatives I have led during my career to date as Head of Customer Services: Proactive Problem-solving: -Identify Gaps and Opportunities: Actively seek areas for improvement within BPO processes or customer service, proposing innovative solutions. -Initiate Process Improvements: Suggest and implement efficiency-enhancing measures or new strategies to enhance service quality or productivity. Lead by Example: Set high standards of performance and ethics, inspiring others to follow suit. Propose new ideas or technologies that could benefit the BPO operation or the client's business. Seek opportunities for personal and professional development, staying abreast of industry advancements and best practices.
-
Don't just wait for tasks to be assigned. If you notice an opportunity for process improvement or spot potential challenges, proactively address them. By taking charge and presenting solutions, you're showcasing initiative and forward-thinking.
-
As far as my experience regarding leading teams offering BPO solutions is concerned, I think that initiative is the core component of BPO solutions. Without taking initiative to solve problems that are of specialized nature, one can’t develop USP in offerings value added services and one of the ways that can help in developing that is by using latest technological advancements, our business was able to solve more problems in budgeting and planning with the use of automated dashboards in Power BI. It was very simple to automate and user friendly to operate.
Demonstrar liderança e iniciativa em BPO pode trazer muitas recompensas para você e sua organização. Seu desempenho e produtividade provavelmente aumentarão, assim como sua reputação e credibilidade. Você também pode desenvolver suas habilidades e competências, e contribuir para o sucesso de sua equipe e organização. Além disso, você pode achar que gosta mais do seu trabalho, sentindo-se mais satisfeito, engajado e motivado. Todos esses benefícios podem ajudá-lo a alcançar seus objetivos e metas, construir confiança com clientes e partes interessadas, promover suas oportunidades de carreira e agregar valor aos seus serviços.
Mostrar liderança e iniciativa em BPO também pode trazer alguns desafios que precisam ser enfrentados. Por exemplo, você pode enfrentar resistência ou críticas de seus gerentes, colegas ou clientes que não apreciam ou apoiam suas ideias. Além disso, conflitos ou mal-entendidos podem surgir devido a diferenças na cultura, valores ou políticas da sua equipe. Você também deve considerar os riscos e incertezas que podem surgir de suas decisões ou ações e o potencial de estresse ou burnout devido a um aumento da carga de trabalho.
-
In BPO, leadership challenges and initiative are pervasive. Empathy towards project stakeholders and the robust change management is critical. A data-driven, customer-centric, collaborative approach is needed. We were establishing a Center of Excellence (CoE) team for Business Operations. To gather feedback from clients, we introduced a Task Survey, utilizing a 5-point Likert scale. We demanded for specific feedback, especially when responses indicated dissatisfaction. This helped in the identification of areas requiring improvement. The survey became quarterly, and within just 12 months, we witnessed improvement in scores, from 75% to 95%. This success underscored the effectiveness of a proactive, data-driven approach in the BPO sector.
-
As a leader in the Marines we call it centralized and decentralized if you exchange those for authoritative and collaborative in a sales team environment it’s the exact same. As a leader, you need to set expectations and guidelines for your team, but also allow them to contribute their ideas and input. It's also important different situations may require different levels of authority and collaboration. For example, in a high-pressure sales pitch, a more authoritative approach may be necessary. When your team exercises initiative adaptable and responsive to the needs of the team and the situation at hand. You can develop a leadership style that empowers your team while also achieving your desired outcomes.
Para demonstrar liderança e iniciativa em BPO, você deve se comunicar regularmente com seus gerentes, colegas e clientes e ouvir suas necessidades. Além disso, você deve alinhar seus objetivos com a visão, missão e estratégia da equipe e da organização. Além disso, oportunidades de aprendizagem e desenvolvimento devem ser procuradas. É importante celebrar os acertos e reconhecer os erros. Por fim, é importante equilibrar trabalho e vida , cuidando do bem-estar físico, mental e emocional.
-
I would say in a BPO environment it’s essential for the employees to understand the customer base so they can cater better to the needs in a more refined way. It’s essential to understand what product or service you are supporting, who is the customer base and then provide the reps with the tools to be successful. Also everyone should be on the same page, many times it’s seen that different agents can have a different picture which may not align, so it’s essential trainings happen often and to keep everyone linked well with all updates.
-
In the fast-paced and dynamic world of Business Process Outsourcing (BPO), demonstrating leadership and initiative is crucial for success. Leadership in BPO often starts with a deep understanding of your clients' needs and challenges. Take the initiative to thoroughly analyze their processes, identify pain points, and propose innovative solutions. Furthermore, effective leadership in BPO extends to your team. Cultivate a culture of collaboration and motivation within your team, encouraging them to take ownership of their work. Demonstrating initiative means fostering an environment where employees feel empowered to suggest process improvements or share their insights.
Liderança e iniciativa podem ser demonstradas no BPO através de diversos cenários e ações. Por exemplo, se você perceber que um cliente está insatisfeito com a qualidade do serviço, você pode realizar uma análise de causa raiz e apresentar um plano de ação corretiva. Como alternativa, se sua equipe estiver lutando com um novo software ou ferramenta, você pode se voluntariar para treiná-los e compartilhar as melhores práticas. Da mesma forma, se você reconhece um novo mercado ou nicho que sua organização pode explorar, você pode realizar um estudo de viabilidade e apresentar um caso de negócios para seu gerente ou cliente. Além disso, se você identificar um processo ou método ineficiente ou desatualizado, poderá pesquisar e recomendar um novo ou melhor, testá-lo e implementá-lo. Por fim, se você tem metas pessoais ou profissionais, pode criar um plano de ação SMART para executá-lo, acompanhar o progresso e medir os resultados.
-
A very important part of leadership in BPO is employee satisfaction and client satisfaction. As written in the famous book by Mr.Vineet Nayar, "Employees first, Customers Second", if we take care of our employees, they will take care of the customers. Here again a data, driven, collaborative approach using the Six Sigma methodology of DMAIC - Define, Measure, Analyze, Improve and Control can help to implement the crucial and sustainable changes. Tools like stratification, ishikawa diagram, control charts, hypothesis testing, FMEA are used to clearly define the problem and identify targeted and sustainable solutions.
-
Yes I agree to most extent when the employee is badged, but when it comes to contracting people, the managers don't bother to treat them well. Very sad to note the pains inflicted on these people day in and day out, The HR just relaces them without a thought...
-
Regular communications with the team members, understanding their needs and managing the required changes are the key points for a BPO leadership. If we sustain all these we can leverage a premium customer service and move towards a brighter future.
-
BPM today is a critical aspect for many industries and it's moved beyond cost arbitrage and today BPM service providers are partnering clients in bringing about cutting edge solutions and helping customers navigate the increasingly choppy external business environment. IN such a scenario, it's all about rasing your hand, getting your hands dirty and making an impact..Also as a leader , it's about creating and facilitating a narrative which helps your teams to align to the shared goals thereby creating a collective impact
-
Customer experience is a key metric that should drive leadership and initiative in BPO. This applies to both internal and external customers!
Classificar este artigo
Leitura mais relevante
-
Terceirização de processos de negócios (BPO)Veja como você pode capacitar os funcionários no BPO por meio da delegação.
-
Terceirização de processos de negócios (BPO)Veja como você pode superar contratempos como profissional de BPO.
-
Terceirização de processos de negócios (BPO)Veja como você pode desenvolver as habilidades e qualificações essenciais para funções seniores em BPO.
-
Terceirização de processos de negócios (BPO)Veja como você pode superar a resistência de delegação no BPO.