Team Leader - Operations (Inbound)

Roles and Responsibility

• Manage and supervise a team of customer service representatives to ensure high-quality service delivery.
• Develop and implement process improvements to increase efficiency and productivity.
• Analyze customer feedback and coach team members to enhance their performance.
• Collaborate with other departments to achieve business objectives.
• Monitor and control attrition rates to minimize turnover and improve retention.
• Implement quality assurance measures to maintain high standards of service.

Job Requirements

• Proven experience as a Team Leader or similar role in a BPO/Call Centre environment.
• Strong knowledge of inbound operations, customer service principles, and practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work in a fast-paced environment and adapt to changing situations.
• Strong analytical and decision-making skills with attention to detail.
• Experience with coaching, mentoring, and developing team members to improve performance.