Lead Agent

TalentPop: Dedicated Lead Agent (Remote)

TalentPop

Dedicated Lead Agent

• Workflow Management: Maintain perfectly organized queues and monitor real-time capacity to ensure balanced workloads across all agents.
• Expert Escalation: Own complex customer issues, step in on priority tickets, and resolve tricky situations quickly and professionally.
• Coaching & Development: Mentor agents through difficult cases, provide targeted feedback, and share best practices to boost team performance.
• Operational Excellence: Identify bottlenecks, spot training gaps, and proactively suggest improvements to processes and SOPs.
• Client Collaboration: Work closely with the Team Leader and Customer Success Manager to align support operations with the client's business goals.
• Knowledge Maintenance: Keep all macros, SOPs, and team resources updated and compliant.
  

• BPO Experience: 3–5 years of professional experience in BPO customer service (supporting external clients).
• Leadership Experience: 1–2 years in a senior customer service role, team lead, or as a virtual assistant (VA experience is highly valued).
• Agile Problem-Solver: Demonstrated ability to manage people and solve operational challenges on the fly.
• Detail-Oriented: Exceptional organizational skills, proactive approach, and a true commitment to detail.
• Technical Fluency: Proficient with major support platforms (Zendesk, Gorgias, Kustomer, etc.).
• Bonus Power-Up: Experience or interest in the E-commerce industry is a plus.
  

• Internet: A minimum of 20 Mbps+ wired primary connection, plus a stable 5 Mbps backup internet plan.
• Hardware: Core i5 / Ryzen 5 equivalent or higher processor, with a minimum of 8GB RAM.
• Power Reliability: A reliable power supply and a clear backup plan (e.g., generator, portable power station, or alternative working location) are mandatory.
  

• Annual performance-based increases
• Paid time off
• Health and dental insurance or a monthly health stipend
• Holiday bonuses
• Permanent work-from-home setup
• Opportunities for career advancement as we continue to grow