Team Leader

Job Qualifications

Strong background in client relationship management
Experience in Customer Service, Back Office, Voice, Email, Chat, and Technical Support
Solid foundation in handling both voice and non-voice accounts
At least two (2) years of supervisory experience in the BPO industry
Proven track record of achieving operational and performance goals
Strong leadership, coaching, and team-building capabilities
Excellent verbal and written communication skills
Ability to motivate, engage, and inspire team members
Strong problem-solving and critical thinking skills
Excellent organizational and time management skills

Job Responsibilities

Lead and manage day-to-day operations by directing, planning, supervising, and evaluating the performance of assigned teams
Coordinate workflow to meet operational targets and volume requirements
Plan and execute employee engagement, rewards, and recognition initiatives to drive performance and reduce attrition
Develop team members through leadership assessment, coaching, training, and career planning; provide input on hiring decisions
Monitor cluster performance against established standards and provide regular feedback to Supervisors and Associates
Prepare fair, accurate, and comprehensive performance evaluations
Ensure achievement of business goals and coordinate with cross-functional teams to align processes and minimize revenue loss
Build strong working relationships and communicate key issues within the department or business unit
Identify operational improvement opportunities and lead process improvement initiatives to enhance service quality and accuracy
Manage conflicts using appropriate tools and handle operational concerns and special projects within scope
Ensure compliance with departmental, business unit, and regulatory standards and practices
Manage resources and expenses in accordance with financial guidelines and company policies
Perform other duties as assigned from time to time