We are hiring a
Group Leader to oversee our Customer Service operations. The role requires strong leadership, client management experience, and the ability to drive team performance across multiple service channels.
- Ensure client SLA and KPI targets are consistently met
- Manage day-to-day operations for voice, non-voice, and technical support teams
- Analyze performance data and implement action plans
- Handle escalations and provide timely updates to stakeholders
- Coordinate staffing and report performance to Operations Manager and clients
- Act as Operations Manager in their absence
- 5 to 7 years of experience in the BPO/contact center industry
- At least 2 years in a supervisory or team lead position
- Strong background in client relationship management
- Experience in voice, email, chat, and back-office support
- Proven track record in achieving operational goals
- Strong leadership, organizational, and time management skills
Preferred
- Experience with international clients or e-commerce support
