Role & Responsibilities
- Lead, coach, and motivate on-site teams to consistently exceed KPIs in service quality, SLA adherence, and team productivity.
- Own daily operations: schedule adherence, shift planning, real-time performance monitoring, and escalation resolution for client-facing workflows.
- Drive continuous improvement through root-cause analysis of operational bottlenecks and implement corrective action plans with measurable outcomes.
- Represent the team in client reviews—presenting performance dashboards, improvement roadmaps, and proactive risk mitigation strategies.
- Instill a performance-driven, client-first culture while fostering employee engagement, reducing attrition, and nurturing career progression paths.
Skills & Qualifications
- 2-year undergraduate degree (communications arts and education majors preferred)
- At least 1-5yrs (or more) of proven experience as a call center/BPO Team Lead/Team Manager
- Experience in various accounts including telecommunications (telco), Technical Support
and Customer Service or similar BPO accounts is an advantage
- Excellent communication skills
- Experience in developing talents to its full potential
- Effective communication and interpersonal skills
- Proficient in creating reports and in using MS Office
- Must be willing to work flexible schedules (including weekends and holidays)
Skills: communication skills,team leadership,bpo
