BPO Manager

Job Summary:

Team Leader

Key Responsibilities:

Team Management:

• Supervise and coordinate daily activities of a team of customer service.
• Set performance goals and regularly monitor team.
• Conduct regular team meetings, feedback sessions, and performance appraisals.
• Handle escalations and complex queries effectively and professionally.

Training & Development:

• Provide on-the-job coaching, mentoring, and support to team members.
• Identify training needs and collaborate with the training team to upskill agents.
• Ensure new team members are effectively onboarded and trained.

Process & Performance Management:

• Ensure adherence to SLAs, quality standards, and company policies.
• Monitor real-time operations and manage any service delivery gaps.
• Prepare and analyse performance reports and implement action plans for improvement.

Communication & Coordination:

• Serve as a point of contact between management and front-line agents.
• Work closely with QA, HR, WFM, and other internal departments to ensure seamless operations.
• Share updates, process changes, and announcements clearly and promptly with the team.

Key Skills and Qualifications:

• Bachelor's/Masters degree in HR, Business Administration, or related field.
• Minimum 2–4 years of experience in a BPO environment.
• At least 1 year in a supervisory or team leader role.

Skills:

• Excellent communication and interpersonal skills.
• Strong leadership, coaching, and conflict-resolution abilities.
• Proficient in MS Office and CRM/call centre software.
• Analytical and problem-solving mindset.
• Experience handling voice/non-voice/international/domestic processes (as applicable).
• Ability to work in shifts and under pressure.
• Target-oriented with a focus on results and continuous improvement.