BPO Team Leader

Job Description

The BPO Team Leader supervises a team of customer service representatives to ensure operational excellence and consistent service delivery. The role includes monitoring team performance, providing coaching, and driving employee engagement while achieving client-defined KPIs. Team Leaders collaborate with quality, training, and operations departments to improve productivity and customer satisfaction. Strong leadership, analytical, and communication skills are essential for success.

Key Responsibilities
Lead, motivate, and manage a team of customer support associates.
Monitor daily performance against key operational metrics.
Conduct regular coaching sessions and performance reviews.
Ensure adherence to attendance, productivity, and quality standards.
Handle customer escalations and provide effective resolutions.
Prepare performance reports and communicate updates to management.
Coordinate with training and quality teams to improve team performance.
Foster a positive, collaborative, and performance-driven work environment.