Team Leader – BPO Operations

About the role

We are looking for an experienced Team Leader to motivate and guide a group of Customer Service Associates within our BPO set‑up. You will be responsible for driving performance, ensuring high‑quality service delivery, and supporting our global customers.

Key responsibilities

• Coach and develop a team of Customer Service Associates, setting performance and educational goals.
• Participate in quality calibration and validation sessions.
• Act as employee advocate, resolving issues and liaising with HR and other departments.
• Identify productivity gaps and recommend improvements in tools, training, processes, reporting, and engagement.
• Handle escalated customer calls, coordinate technical support, and follow up with unsatisfied customers.
• Report operational achievements, conduct statistical analysis, and propose action‑plan improvements.
• Collaborate with operations, technical, and sales teams to ensure consistency and grow support services agreements.
• Achieve and exceed all team performance targets.

Required profile

• Minimum 3 years experience as a Team Leader in the BPO industry.
• Strong understanding of a services‑based business model.
• Experience supporting global, high‑availability operating environments.
• Demonstrated leadership, achievement orientation, and analytical problem‑solving abilities.
• Willingness to work night shifts, holidays, and onsite.

Required skills