Team Lead – BPO/Contact Center

About the role

The Company is seeking an experienced Team Lead to manage a group of 15‑25 Customer Service Associates in a BPO/Contact Center environment. This full‑time, onsite position operates on a fixed night shift and requires immediate availability.

Key responsibilities

• Supervise and coach a team of 15‑25 Customer Service Representatives.
• Coordinate agents' needs to ensure optimal customer service delivery.
• Escalate service or process complaints to the Senior Operations Manager.
• Track CSR performance and conduct follow‑up training sessions.
• Provide up‑to‑date information to team members and relevant stakeholders.
• Communicate with internal departments to resolve inquiries promptly.
• Investigate issues following established customer and company procedures.
• Initiate disciplinary actions, including verbal warnings and formal documentation.
• Forward disciplinary and performance information to the Manager for further action.

Required profile

• Minimum 2 years experience as a Team Lead or Operations Supervisor in the BPO/Contact Center industry.
• Willingness to work full onsite on a fixed night shift.
• Preferred background in Benefits or Claims account handling.
• Ability to start immediately.

Required skills