Role
Team Leader (BPO)
The hiring challenge
Leads a team of agents with service targets and high turnover; an interview is no assurance of whether the person can motivate and give daily feedback while holding indicators, or how they react when the team falls short of target.
What to assess
Leadership and team development, emotional management, orientation to results, and reading indicators.
How we build the mix
A person with higher cognitive ability tends to learn faster, reason better and adapt to new problems. For this role it is a good base for the mix.
Related competencies confirm that this capable person can perform the specific functions of the role well, not just reason in the abstract.
A technical assessment (your own or digitized) verifies they can use the tools of the role. Or, as an alternative, DISC to learn the behavioral profile for the role.
Suggested assessment mix for team leader (bpo)
8 assessments · variable time. Suggested guide: adjust it to your process.
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Reading metrics, prioritizing, and clearing operational bottlenecks requires reasoning.
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Helps observe how they lead and develop the team in their charge.
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Helps observe emotional handling and resilience under the pressure of the role.
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Helps observe clarity when communicating and the quality of interaction with others.
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Helps observe customer orientation and the quality of service.
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Helps observe order, prioritization, and follow-through under workload.
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Helps observe the reasoning used to analyze data and spot what doesn't add up.
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A leadership role: the leadership test gives signal on the conducting style.
ⓘ The exact mix and its fit are tuned by Kokoro with you. This mix is a guide, not a closed recipe.