We are looking for an experienced Group Leader to oversee our customer service operations. The ideal candidate has strong leadership capabilities, excellent client management skills, and a proven ability to drive performance across multi-channel support teams.
Key Responsibilities
- Ensure SLA and KPI targets are consistently achieved
- Manage daily operations for voice, non-voice, and technical support teams
- Analyze team performance and implement effective action plans
- Handle escalations and provide timely updates to stakeholders
- Coordinate staffing, schedules, and performance tracking
- Report performance metrics to the Operations Manager and clients
- Serve as acting Operations Manager in their absence
- 5 to 7 years of experience in the BPO or contact center industry
- At least 2 years in a supervisory or team lead role
- Strong client relationship management background
- Experience in handling voice, email, chat, and back-office support
- Proven track record in meeting and exceeding operational goals
- Excellent leadership, organizational, and time management skills
Preferred Qualifications
- Experience working with international clients
- Background in banking, financial services, or e-commerce support
