• Team Management:
  • Supervise and support a team of call center representatives.
  • Conduct regular team meetings and one-on-one coaching sessions.
  • Monitor and evaluate team performance, providing constructive feedback and guidance.
  • Manage scheduling and ensure adequate coverage to meet service level targets.
• Performance Monitoring:
  • Track key performance indicators (KPIs) such as call volume, average handle time, and customer satisfaction scores.
  • Analyze performance data and prepare reports for management review.
  • Implement and oversee performance improvement plans as needed.
• Customer Service Excellence:
  • Handle escalated customer issues and resolve complex inquiries.
  • Ensure adherence to company policies and procedures for handling customer interactions.
  • Foster a customer-centric culture within the team.
• Training and Development:
  • Onboard and train new team members, ensuring they understand job responsibilities and performance expectations.
  • Identify training needs and work with management to develop and implement training programs.
• Operational Efficiency:
  • Implement process improvements to enhance team productivity and service quality.
  • Collaborate with other departments to address operational challenges and implement solutions.
• Reporting and Documentation:
  • Maintain accurate records of team performance and incidents.
  • Prepare and present reports on team performance and operational metrics to upper management.

• Education: Bachelor’s degree in Business Administration, Management, or a related field preferred but not required.
• Experience: Minimum of 5 years of experience in a call center or BPO environment, with at least 1 year in a supervisory or team lead role.
• Skills:
  • Strong leadership and team management abilities.
  • Excellent communication and interpersonal skills.
  • Proficiency in call center software and CRM systems.
  • Ability to analyze data and derive actionable insights.
  • Problem-solving skills and the ability to handle high-pressure situations.
• Attributes:
  • Motivated and results-driven.
  • Empathetic with a customer-focused mindset.
  • Strong organizational and multitasking skills.