Team Leader Operations

Roles and Responsibilities :

• Lead a team of customer support agents to deliver high-quality voice support.
• Develop and implement training programs to enhance team performance and product knowledge.
• Collaborate with cross-functional teams to resolve complex issues and escalate when necessary.
• Analyze metrics to identify areas for improvement and optimize processes.
• Foster a culture of excellence and continuous improvement within the team.
• Ensure compliance with industry standards and company policies.

Job Requirements :

• 5-12 years of experience in a BPO/Call Centre setting, focusing on international voice process.
• Strong leadership skills are required for managing a team and driving results.
• Excellent customer service skills are essential for handling high-pressure situations.
• Proficiency in English (written and spoken) is mandatory.
• Experience working in an international client-facing environment is preferred.
• Ability to work collaboratively with cross-functional teams is crucial.