Team Leader

Job Summary

We are looking for an experienced and motivated BPO Team Lead to join our team immediately. The Team Lead will be responsible for guiding and supporting a team of customer service representatives, ensuring performance targets are met, maintaining quality standards, and fostering a positive and productive work environment.

Key Responsibilities

• Lead, coach, and motivate a team of BPO customer service representatives.
• Monitor individual and team performance against established KPIs and targets.
• Conduct regular coaching sessions and provide constructive feedback.
• Identify performance gaps and create action plans for improvement.
• Ensure team members follow company policies, client requirements, and operational procedures.
• Monitor attendance, schedule adherence, productivity, and other operational metrics.
• Handle escalations and assist team members with complex customer concerns.
• Coordinate with Operations, Quality, Training, and other support teams when necessary.
• Prepare and communicate team performance updates and reports.
• Conduct team huddles and communicate important process or account updates.
• Promote employee engagement, teamwork, and a positive work culture.
• Ensure compliance with company and client standards.
• Perform other operational and administrative tasks as assigned.

Qualifications

• At least 1–2 years of experience as a Team Lead or similar leadership role in the BPO industry.
• Strong experience in customer service or contact center operations.
• Excellent communication and interpersonal skills.
• Strong coaching, leadership, and problem-solving abilities.
• Ability to manage performance and handle escalations effectively.
• Comfortable working with KPIs, reports, and performance metrics.
• Proficient in Microsoft Office and Google Workspace.
• Willing to work on shifting schedules, weekends, holidays, and/or night shifts as required.
• Available to start ASAP.

What We’re Looking For

We’re looking for a hands-on leader who can effectively guide a team, drive performance, and maintain strong relationships with both employees and stakeholders. The ideal candidate is accountable, proactive, adaptable, and able to thrive in a fast-paced BPO environment.

Work Location: In person