BPO Team Leader

Job Summary

As a Team Leader Operations, you will guide and motivate your team, communicate goals and expectations, conduct skill checks and meetings, and ensure team adherence to quality and process guidelines. You will also handle escalations, support performance improvement, and maintain high standards for patient interactions.

Key Responsibilities

• Provide coaching, encouragement, and performance guidance to team members.
• Communicate team goals and identify areas for training or skill checks.
• Answer team member questions, help resolve problems, and support guideline compliance.
• Oversee team output to ensure quality, accuracy, and adherence to processes.
• Conduct regular team meetings to share best practices and update expectations.
• Ensure high patient satisfaction by effectively handling enquiries and complaints. Note: Responsibilities may evolve based on business needs.

Job Requirements

• Education: Graduate (Science background preferred).
• Experience: Minimum 2 years of documented experience as a Team Leader.
• Strong verbal and written communication skills.
• Proficiency in MS Office applications such as Word and Excel.
• Ability to coach teams, manage performance, and handle escalations professionally.
• Organized, disciplined, and capable of managing operations in a WFO environment.

Fusion CX does not employ brokers or agencies for recruitment purposes and never requests payment of any kind from job applicants. All legitimate job openings can be accessed directly through our official careers page. Beware of fraudsters claiming to represent Fusion CX and always verify the authenticity of any recruitment communication.

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