TEAM LEADER
Core
Lead and support a team in a BPO/call center environment to achieve KPIs (NPS, Leads, Smarts) through coaching and performance management.
Role type
Team Leader (BPO/Call Center)
Builds
Customer service operations and business process delivery
Domain
Business Process Outsourcing (BPO) / Customer Support
Deliverable
client delivery
Required skills
Team management, performance management, data analysis, stakeholder engagement, schedule management, IR and query handling
Preferred skills
Career development program design, internal development
Technologies
N/A
Responsibilities
Engage and support staff to adjust to campaign culture and achieve KPIs; Ensure successful delivery of projects by managing stakeholders; Practice due diligence in interpreting and reporting data to improve team performance; Maintain productivity by ensuring staff adhere to schedules and manage IR and queries efficiently.
Seniority
Mid-level, hands-on IC
