BPO Team Leader

Job Description

Key Responsibilities

• Lead a team of customer support executives handling inbound voice interactions.
• Monitor team performance across key metrics, including CSAT, FCR, and Quality Scores.
• Conduct daily huddles, coaching sessions, and interactions to improve performance and engagement.
• Ensure compliance with process and service delivery protocols.
• Manage escalations with empathy, speed, and a solution-oriented approach.
• Maintain accurate performance reports and provide timely updates to leadership.
• Collaborate with Training and Quality departments to drive continuous improvement.
• Foster a supportive and productive team culture.

Job Requirements

• Graduate in any discipline (mandatory)
• Minimum 2 years of team leadership experience in a BPO or customer service environment
• Excellent coaching and communication skills
• Proficiency in data interpretation, reporting, and performance analysis
• Ability to handle a fast-paced, metric-driven environment
• Willingness to work in rotational shifts (as per business needs)
• Experience with voice-based customer support preferred

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.