Team Lead

We are looking for an experienced Team Leader who can manage day-to-day team operations, drive performance, maintain service levels and deliver an excellent customer experience.

Interested candidates can share their updated resume to [email protected]

Roles and Responsibilities

• Manage a team of customer support agents to achieve service level agreements (SLAs) and key performance indicators (KPIs).
• Conduct call audits, monitor calls, provide feedback, and coach agents to improve productivity and quality.
• Analyze shrinkage, attrition, AHT, CSAT metrics to identify areas for improvement.
• Ensure effective rostering and utilization of resources to meet business needs.
• Collaborate with cross-functional teams to resolve escalations and optimize processes.

Desired Candidate Profile

• Minimum 1 year of international experience as a Team Leader.
• Prior experience managing a team of 10+ members.
• Experience in International BPO / Customer Support / Outsourcing.
• Strong people-management and leadership skills.
• Strong performance-management skills.
• Excellent verbal and written communication skills.
• Good technical and computer knowledge.
• Flexible to work in different shifts.