- Supervise the day-to-day activities of the assigned team (e.g., customer service, collections, or sales).
- Monitor and analyze team performance against KPIs and SLAs.
- Provide coaching, guidance, and feedback to improve productivity and service quality.
- Handle customer or process escalations efficiently and ensure timely resolution.
- Review operational reports, identify trends and performance gaps, and suggest improvements.
- Collaborate with Quality, Training, and Workforce teams to maintain consistent performance.
- Create a positive and motivating team environment to encourage ownership and accountability.
- Ensure adherence to company policies, compliance standards, and process workflows.
Proven experience as a Team Leader or Supervisor in a BPO / Contact Center environment (typically 2+ years).Strong leadership and communication skills with the ability to motivate and guide teams.Excellent problem-solving, decision-making, and conflict-resolution abilities.Solid knowledge of CRM systems, workforce management tools, and strong Microsoft Excel skills.Analytical mindset with the ability to interpret data and drive performance improvements.Flexibility to work in rotational shifts (including weekends if required).Very good command of English, especially if handling international clients or accounts.Bachelor’s degree in Business Administration, Management, or a related field is preferred.