Team Leader (BPO)

Team Leader (BPO – Office-Based, Day Shift)

Job Description:

The BPO Team Leader is responsible for managing and guiding a team of customer service or back-office agents to ensure excellent service delivery, productivity, and compliance with client requirements. This role focuses on daily operations management, performance coaching, and maintaining service quality in a fast-paced BPO environment.

Key Responsibilities:

• Supervise and lead a team of BPO agents handling customer support or back-office processes
• Monitor daily performance, attendance, and productivity of team members
• Ensure achievement of KPIs or other client metrics
• Conduct regular coaching, feedback sessions, and performance evaluations
• Handle escalated calls or complex customer concerns when needed
• Support agents in resolving process-related and customer service issues
• Prepare and submit daily, weekly, and monthly performance reports
• Coordinate with Quality Assurance, Training, and Operations Management teams
• Ensure adherence to company policies, client requirements, and compliance standards
• Drive team engagement, motivation, and a positive working environment
• Assist in onboarding and training of new hires

Qualifications:

• Bachelor’s degree in Business Administration, Management, Communications, or related field (preferred)
• At least 1–2 years experience as a Team Leader or Supervisor in a BPO setting
• Minimum 2–3 years BPO experience
• Experience handling customer service or technical support accounts is an advantage

Skills and Competencies:

• Strong leadership and team management skills
• Excellent verbal and written English communication skills
• Good understanding of BPO metrics
• Ability to coach, mentor, and develop agents
• Strong analytical and reporting skills (Excel, dashboards, reports)
• Conflict resolution and escalation handling skills
• Ability to work under pressure in a fast-paced environment
• Proficiency in MS Office tools and basic reporting systems

Work Schedule:

• Monday to Friday: 7:00AM - 4:00PM / 8:00 AM – 5:00 PM (Office-Based)
• Willing to work onsite and follow company schedule requirements