Team Leader – BPO Call Center

About the role

The Team Leader will oversee a group of 11 to 20 Account Associates in a fast‑paced BPO environment. You will be responsible for monitoring performance, coaching agents, and ensuring that service quality and sales targets are consistently met.

Key responsibilities

• Track and document employee time, attendance, ACD minutes and up‑training.
• Review daily agent performance, analyze KPI trends and identify performance gaps.
• Develop and execute action plans, provide one‑on‑one coaching and monitor call quality.
• Ensure calls meet Quality Assurance standards and CSAT expectations.
• Conduct team meetings, share updates, and motivate agents.
• Coordinate with IT, HR and Workforce teams to resolve technical or payroll issues.
• Administer HR and department policies, conduct annual reviews and present team performance in business reviews.
• Support compliance, code of conduct, dress code and English‑only policies.

Required profile

• Minimum 1 year experience as a Team Leader or Supervisor in a BPO company.
• Strong competencies in administration, customer focus, decision making, flexibility, performance management, quality orientation, results achievement, leadership, teamwork, communication and organizational understanding.

Required skills

What we offer

• Opportunity to lead a dynamic team in a growing BPO operation.
• Professional development and performance‑based incentives.