Team Lead | BPO

Job Summary

Reporting to the Contact Center Manager, the Team Leader coaches, motivates, and manages a team of contact center agents to achieve KPIs, drive first-call resolution, and deliver exceptional customer service. This role ensures team alignment with company products, policies, and website navigation while fostering a positive, high-performing work environment.

Key Responsibilities

• Team Leadership & Coaching: Manage daily performance, conduct regular scorecard reviews, provide ongoing feedback, and handle disciplinary actions or investigations.
• Performance & Quality Assurance: Monitor metrics (revenues, CSAT, absenteeism), conduct QA call listening, and ensure adherence to real-time schedules.
• Operational & Customer Support: Handle escalated customer complaints, resolve operational issues, and act as a duty manager (including potential 24/7 on-call rotation).
• Employee Engagement: Foster positive morale, recognize achievements, promote career growth, and maintain active communication with support teams and stakeholders.

Qualifications

• Education: Bachelor's degree preferred.
• Experience: Minimum 1 year of supervisory/leadership experience (BPO startup experience is a strong advantage).
• Skills: Excellent verbal and written English communication skills; results-driven with strong problem-solving abilities.
• Schedule: Amenable to working the night shift.