Company Description Centro is a diversified technology solutions provider that helps organizations unlock digital opportunities through integrated process orchestration and security-focused services. The company offers a broad range of solutions designed to streamline operations, strengthen security, and support business growth. Centro’s approach combines advanced technology with a culture of shared success, fostering long-term partnerships with clients. Team members join a collaborative environment where innovation, reliability, and client impact are highly valued.
Role Description Lead, motivate, and manage a team of customer service agents. Conduct regular team meetings, huddles, and one-on-one coaching sessions. Monitor attendance, adherence, and schedule compliance. Drive employee engagement and maintain a positive work environment. Performance Management Track and manage team KPIs, including: Customer Satisfaction (CSAT), Net Promoter Score (NPS) (if applicable), Quality Scores, Average Handle Time (AHT), First Call Resolution (FCR), Productivity and Occupancy, Service Level Adherence Develop action plans for underperforming team members. Conduct performance reviews and document coaching sessions. Quality & Customer Experience Monitor calls, chats, emails, and case handling quality. Ensure compliance with client requirements and company policies. Analyze customer feedback and implement improvement initiatives. Escalate customer concerns when necessary. Reporting & Analysis Prepare daily, weekly, and monthly performance reports. Analyze trends and identify opportunities for operational improvements. Collaborate with Workforce Management (WFM), Quality Assurance (QA), and Training teams. Training & Development Support onboarding and nesting of new hires. Identify training needs and coordinate refresher sessions. Develop team capabilities through coaching and mentoring. Stakeholder Management Communicate operational updates to management. Support client meetings and business reviews when required. Partner with Operations Managers to achieve business objectives.
Qualifications Bachelor's degree in any relevant field. Experience: Minimum 1 year of experience as a Team Leader in a BPO/Contact Center environment. Experience managing customer service teams across voice, chat, email, and/or back-office operations. Proven track record of achieving operational and customer experience targets.