Opportunity Description
We are looking for a dynamic Team Lead with strong experience in an International BPO environment to manage and drive team performance. The candidate will be responsible for leading a team of customer service executives, ensuring high-quality service delivery, achieving KPIs, and maintaining client satisfaction.
Key Responsibilities:
- Lead, mentor, and manage a team of customer service agents
- Monitor performance metrics (SLAs, KPIs, quality, productivity)
- Handle escalations and ensure timely resolution
- Conduct team briefings, training, and coaching sessions
- Ensure adherence to company policies and client requirements
- Prepare reports and provide performance feedback
Requirements:
- Minimum 2 years of experience as a Team Lead in an International BPO
- Strong communication and leadership skills
- Experience in hand...
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