BPO Team Lead

Responsibilities:  

Team Leadership:   

Lead, coach, and motivate a team of Customer Support Representatives.

Conduct daily team huddles and regular one-on-one coaching sessions

Monitor attendance, schedule adherence, and overall team productivity.

Foster a positive, collaborative, and high-performing team culture.

Performance Management:

Track and manage key performance metrics, including CSAT, SLA, AHT, FCR, quality scores, and productivity.

Provide timely coaching and performance feedback.

Develop and monitor Performance Improvement Plans (PIPs) where necessary.

Recognize and reward outstanding performance.

Customer Support Operations  

Ensure timely and professional resolution of inquiries across all supported channels.

Handle agent and client escalations within agreed timelines.

Monitor ticket queues and workflow to ensure service levels are consistently met.

Identify operational challenges and recommend process improvements.

Quality & Compliance:  

Ensure compliance with client processes, company policies, and data protection requirements.  Review quality reports and implement corrective actions. Promote a culture of continuous improvement and customer-centric service.

Reporting & Communication:

Prepare and submit daily, weekly, and monthly performance reports.

Communicate operational updates and risks to the BPO Manager. Support client meetings by providing performance insights and operational updates Support client meetings by providing performance insights and operational updates.

Requirements:

A minimum of 2 years of experience A minimum of BSc. in a related field