Team Lead - Customer Service BPO

Key Responsibilities:

• Lead, motivate, and manage a team of Customer Service Executives across voice/chat/email processes, as applicable.
• Drive key performance metrics including CSAT, AHT, FCR, Service Level, Quality, Attendance, and Adherence.
• Monitor performance reports, identify gaps, and implement action plans for improvement.
• Conduct regular team huddles, coaching sessions, one-on-ones, and performance reviews.
• Provide continuous coaching, mentoring, and feedback to improve individual and team performance.
• Handle and resolve customer escalations effectively.
• Ensure compliance with SOPs, quality standards, and process guidelines.
• Collaborate with Quality, Training, and Operations teams to address knowledge and skill gaps.
• Prepare and present daily, weekly, and monthly performance reports to management.
• Foster a positive, accountable, and high-performance team culture.

Candidate Requirements:

• 2+ years of experience as a Team Leader/Supervisor in a BPO or Customer Service environment.
• Strong understanding of CSAT, AHT, FCR, Service Level, and Quality metrics.
• Excellent communication, leadership, coaching, and interpersonal skills.
• Strong analytical and problem-solving abilities with a data-driven approach.
• Proficiency in MS Excel, PowerPoint, and CRM/Contact Centre tools.
• Comfortable working in rotational/night shifts, weekends, and holidays as per business requirements.

Preferred Qualifications:

• Graduate in any discipline.
• Experience handling domestic/international voice processes.
• Exposure to Six Sigma, COPC, or other quality/process improvement frameworks is an advantage.