BPO Team Leader

Job Description

The BPO Team Leader oversees a team of customer service executives to achieve operational excellence and customer satisfaction goals. The role includes monitoring team performance, coaching employees, managing productivity, and ensuring adherence to quality standards. The Team Leader works closely with management to improve processes and drive continuous performance improvements. Strong leadership, communication, and analytical skills are essential for success.

Key Responsibilities
Supervise and manage the daily activities of the team.
Monitor individual and team performance metrics.
Conduct regular coaching sessions and performance reviews.
Ensure achievement of service level agreements (SLAs).
Handle customer escalations and critical issues effectively.
Prepare operational reports and performance analyses.
Coordinate with training and quality teams for employee development.
Promote a positive, productive, and customer-focused work environment.