Team Lead

The Team Leader is responsible for managing a team of customer service or sales associates in a BPO environment to ensure operational excellence, high-quality service delivery, and achievement of performance targets.

The role involves day-to-day team supervision, coaching, performance management, and coordination with internal stakeholders to meet client expectations.

Key Responsibilities

• Lead, manage, and motivate a team of BPO agents to achieve individual and team KPIs

• Monitor daily operations, including attendance, schedule adherence, and productivity

• Conduct regular coaching, call monitoring, and feedback sessions to improve performance

• Track and analyze team performance metrics and prepare reports for management

• Ensure compliance with company policies, client requirements, and regulatory standards

• Handle escalations and support agents with complex customer interactions

• Suppo...