Team Leader - Operations

Job Description

- Team Management: Supervise and manage a team of customer service representatives or BPO agents, ensuring adherence to company policies and procedures. - Performance Monitoring: Track team performance metrics, such as call quality, customer satisfaction, and average handle time, and provide feedback. - Coaching and Training: Identify training needs and provide coaching to team members to improve their skills and knowledge. - Client Management: Manage relationships with existing and potential clients, ensuring client satisfaction and operational efficiency. - Conflict Resolution: Handle escalated customer complaints and resolve issues promptly and effectively. - Reporting: Prepare and present regular reports on team performance to management. Essential Skills: - Leadership: Strong leadership and team management skills to motivate and guide team members. - Communication: Excellent verbal and written communication skills to effectively convey instructions, provide feedback, and build rapport with team members and clients. - Problem-Solving: Ability to quickly address challenges and make informed decisions. - Time Management: Effective time management skills to balance multiple priorities and ensure project deliverables meet quality standards and deadlines. Requirements: - Experience: Proven experience in a customer service or call center role, with previous leadership or supervisory experience preferred. - Education: Bachelor's degree in a relevant field, such as business or management. - Industry Knowledge: Understanding of BPO operations, customer service best practices, and industry-specific tools and processes ¹