Team Leader

We are seeking a dedicated and results-driven Team Leader at PEAK Outsourcing. The Team Leader will be responsible for overseeing and managing the day-to-day operations of the team, ensuring exceptional customer service, and driving performance improvements. The role requires a blend of leadership, operational excellence, and strategic thinking to ensure customer satisfaction and meet business objectives.

Key Responsibilities:

• Team Leadership: Manage and motivate agents to meet performance targets and uphold service standards. Conduct regular coaching and development sessions.
• Performance Monitoring: Track real-time metrics and address performance gaps through feedback and strategies.
• Quality Assurance: Conduct audits, ensure adherence to standards, and lead training initiatives to close skill gaps.
• Operational Support: Troubleshoot and resolve issues affecting productivity or customer experience. Monitor workflows for efficiency.
• Client Interaction: Serve as the main contact for clients, provide performance reports, and maintain proactive relationships to exceed expectations.
• Escalation Management: Resolve escalated customer issues promptly and ensure high satisfaction.
• Process Optimization: Collaborate with management to streamline operations and enhance service delivery based on agent feedback and performance data.

Qualifications & Skills:

• Minimum of 3-5 years of experience in a BPO environment, with at least 2 years in a leadership or supervisory role.
• Proven track record of managing teams to meet performance metrics and deliver exceptional customer experiences.
• Proficiency in using chat support platforms, CRM systems, and other customer service tools.
• Strong understanding of customer service best practices and BPO industry standards.
• Bachelor’s degree in Business, Communications, or a related field (preferred).
• Certifications in customer service, leadership, or quality management are a plus.