BPO Team Lead

Key responsibilities

• Leading and supervising a team of customer service representatives, ensuring they meet or exceed performance targets and service level agreements
• Monitoring team productivity, quality metrics and adherence to operational procedures, providing regular feedback and coaching to team members
• Conducting performance reviews, identifying training needs and developing action plans for continuous improvement
• Managing scheduling, attendance and leave requests to ensure adequate staffing levels and operational continuity
• Addressing customer escalations and resolving complex issues to maintain client satisfaction and retention
• Implementing and maintaining quality assurance processes, conducting call monitoring and providing constructive feedback
• Collaborating with other departments to improve workflows, processes and customer experience
• Reporting on team performance metrics, providing insights and recommendations to senior management
• Fostering a positive team environment that encourages motivation, engagement and professional development
• Ensuring compliance with company policies, data protection regulations and industry standards

What we're looking for

• Minimum of 2-4 years' experience in a customer service or contact center environment, with at least 1 year in a supervisory or team lead role
• Proven ability to manage and motivate a diverse team, with strong leadership and interpersonal skills
• Excellent communication skills, both written and verbal, with the ability to clearly articulate expectations and provide constructive feedback
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making
• Proficiency with customer relationship management (CRM) systems and call center software
• Demonstrated understanding of key performance indicators (KPIs) and experience in driving performance improvements
• Ability to work in a fast-paced, dynamic environment whilst maintaining composure and focus
• Knowledge of customer service best practices and industry standards
• Strong organizational and multitasking capabilities, with the ability to prioritize effectively
• Preferably holds or is willing to pursue relevant certifications in team leadership or customer service management