Operations Team Lead (BPO)

Operations Team Lead (BPO)

Qualifications:

• Bachelor's degree in Computer Engineering, Information Technology, or any tech-related field
• Minimum of 2 years of experience as a Team Leader
• Background in managing a Technical Accounts
• Experience handling both Voice and Non-Voice LOBs
• Experience or knowledge in RCA and coaching/performance methods.

Key Responsibilities:

• Lead and manage a team to achieve performance targets and service goals
• Conduct root cause analysis to identify performance gaps and implement action plans
• Facilitate coaching sessions using standard coaching methods
• Provide performance coaching to support continuous improvement and team development