- Supervise and lead a team of customer service representatives in an in-office BPO environment.
- Monitor daily team performance, ensuring adherence to quality standards and KPIs.
- Provide coaching, mentoring, and regular feedback to team members to foster professional growth.
- Handle escalated customer issues and resolve complex queries efficiently.
- Coordinate with other departments to ensure seamless service delivery and process improvements.
- Analyze team metrics and prepare performance reports for management review.
- Conduct regular team meetings to communicate updates, changes, and best practices.
- Support recruitment, onboarding, and training of new team members.
- Implement strategies to enhance customer satisfaction and retention.
- Promote a positive, inclusive, and high-performance team culture.
1-5 years of experience in a BPO or contact center environment, with at least 1 year in a supervisory or team lead role.Proven ability to lead, motivate, and develop a team of customer service professionals.Strong command of the English language, both written and verbal.Excellent problem-solving and conflict resolution skills.Demonstrated ability to manage multiple priorities in a fast-paced setting.Familiarity with omnichannel customer support platforms (phone, email, chat, social media).Strong organizational and time-management abilities.Ability to analyze data and generate actionable insights.Comfortable working full-time in an office-based arrangement.Flexible to work various shifts, including evenings and weekends as required.