Position: Operations Team Leader
Industry: BPO/Contact Center
Overview:
Manages and oversees the activities of a team of CSRs, ensuring that each individual performs at par with the standards set by the company and the client.
- Conducts coaching, mentoring, and performance management sessions
- Monitors daily, weekly, and monthly team performance metrics
- Handles customer escalations and supports agents in resolving complex concerns
- Prepares performance reports and identifies areas for improvement
- Collaborates with Operations Managers and fellow Team Leaders on action plans and team strategies
- Ensures compliance with company policies, procedures, and client updates
- Facilitates training sessions and process refreshers for agents
- Develops engagement and incentive programs to improve morale and productivity
- Manages queue performance, service levels, AHT, and abandoned calls
- Handles attendance, behavioral, and performance concerns before HR escalation
- Oversees payroll-related concerns including OT and night differential tracking
Qualifications & Skills
- At least 2 years of Team Leader or Team Captain experience in a BPO setting
- Knowledgeable in call center operations, performance metrics, and workforce tools
- Proficient in MS Office and call center systems
- Strong leadership, coaching, communication, and problem-solving skills
- Can work with minimal supervision and adapt to changing schedules
- Detail-oriented with strong time management and multitasking skills
