BPO Team Leader

About the role

The BPO Team Leader will oversee a group of Tier 1 Customer Care Ambassadors, ensuring high-quality front-line and back-office support. This role is responsible for maintaining smooth daily operations, driving performance metrics and fostering a positive customer experience.

Key responsibilities

• Manage daily activities of Tier 1 support agents, monitoring attendance, adherence and schedule compliance.
• Ensure efficient handling of customer interactions and back-office tasks.
• Track, analyze and improve team KPIs, identifying gaps and implementing action plans.
• Conduct regular coaching sessions, performance reviews and support skill development.
• Assist in onboarding, nesting and training of new hires.
• Prepare daily/weekly performance reports and maintain documentation such as coaching logs and QA results.

Required profile

• 1–2 years of leadership or supervisory experience, preferably in a call-center environment.
• Strong background in customer service or technical support, healthcare support a plus.
• Excellent communication and coaching abilities.
• Ability to manage multiple priorities in a fast-paced setting.

Required skills