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