Job Description
JOB SUMMARY: We are looking for an experienced Team Leader with at least 2 years of experience in team handling within the BPO sector. The ideal candidate will be responsible for managing and leading a team to achieve high performance, maintain customer satisfaction, and contribute to continuous process improvement. ESSENTIAL DUTIES AND RESPONSIBILITIES: Supervise Daily Operations: Oversee and ensure the smooth running of day-to-day operations, ensuring adherence to schedules and standard operating procedures. Coaching and Training: Provide ongoing coaching, training, and support to team members to enhance their performance, product knowledge, and customer handling skills. Performance Management: Monitor and evaluate team performance against KPIs, set individual and team targets, and conduct performance reviews. Handle Escalations: Manage and resolve complex customer issues or escalations in a timely and professional manner. Motivation and Engagement: Foster a positive, motivating envi...