Team Leader – BPO Operations

About the role

We are looking for an experienced Team Leader to drive performance and quality within our Business Process Outsourcing (BPO) environment. You will coach a team of Customer Service Associates, ensure operational consistency, and act as a bridge between customers, technical support, and internal stakeholders.

Key responsibilities

• Motivate and coach Customer Service Associates through performance reviews, career planning, and educational objectives.
• Participate in quality calibration and validation sessions to maintain service standards.
• Resolve employee issues and act as an advocate in HR and departmental processes.
• Identify productivity gaps and recommend improvements in tools, training, processes, reporting, and employee engagement.
• Handle escalated customer calls, coordinate technical support, and follow up to ensure satisfaction.
• Report operational achievements and statistical analysis to the Operations Manager and develop action‑plan improvements.
• Collaborate with Operations, technical, and sales teams to secure service contracts and exceed performance targets.

Required profile

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

Required skills