Team Leader (BPO)

Join Our Team at Lean Solutions Group (LSG)!

We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams.

At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.

Our Vision: A world where people, empowered by technology, turn any challenge into a catalyst for growth.

Role Overview

The perfect fit is an experienced BPO leader who excels at talent development, real-time coaching, and balancing daily operational demands within a fast-paced, target-driven environment.

• People Leadership & Coaching: Direct, mentor, and empower a team of agents managing customer touchpoints via digital channels (chat, email, voice, or social platforms).
• Performance Tracking: Oversee day-to-day outputs to guarantee consistent alignment with service level agreements (SLAs), turnaround times, quality metrics, and output goals.
• Skill Development: Conduct structured one-on-one reviews, feedback loops, and coaching interventions to facilitate steady professional growth.
• Issue Resolution: Ensure user inquiries and complaints are handled efficiently, accurately, and in accordance with established guidelines.
• Workforce Management: Monitor daily task distribution, team schedules, and attendance logs to safeguard optimal floor coverage.
• Data & Analytics: Evaluate operational dashboards and reports to pinpoint performance patterns, operational gaps, and strategic opportunities.
• Strategic Execution: Build and execute targeted action plans to bridge performance deficits and elevate overall team results.
• Cross-Functional Collaboration: Partner with QA, Training, WFM, HR, and senior operations stakeholders to streamline workflows and shared goals.
• Onboarding Support: Guide the nesting, onboarding, and continuous training tracks for both fresh hires and tenured personnel.
• Escalation Management: Step in to resolve complex customer issues and critical escalations when advanced support is needed.
• Compliance & Security: Maintain strict adherence to organizational rules, client agreements, and data privacy mandates.
• Culture & Retention: Drive internal engagement programs and team-building initiatives to sustain high motivation and reduce turnover.
• Workflow Optimization: Share insights and participate in process improvement projects to boost operational agility and service standard excellence.

• Proven Track Record: At least 1 year of solid experience operating as a Supervisor or Team Leader within a customer service or BPO landscape.
• Metrics-Driven Background: Demonstrated success managing frontline teams against strict operational and customer-centric KPIs.
• Leadership Capabilities: Excellent interpersonal skills with a knack for driving accountability, inspiring teams, and coaching individuals.
• Communication Skills: Strong verbal and written English communication skills.
• Analytical Mindset: Sharp problem-solving abilities with experience using data to address performance bottlenecks.
• Multichannel Familiarity: Prior experience overseeing teams that handle blended communication channels is highly preferred.