Team Lead - International BPO Operations

We are seeking a dedicated and experienced Team Lead for our International BPO Operations. The ideal candidate will have a strong background in managing voice processes and will be responsible for overseeing a team to ensure high-quality service delivery. This role requires a focus on key performance indicators such as Average Handling Time (AHT), Customer Satisfaction (CSAT), and attrition rates.

As a Team Lead, you will be responsible for training and mentoring team members, conducting performance evaluations, and implementing strategies to improve team efficiency and customer satisfaction. You will also be tasked with analyzing performance metrics and reporting on team progress to upper management.

Key responsibilities include:

• Leading and managing a team of customer service representatives in an international voice process environment.
• Monitoring and analyzing AHT, CSAT, and attrition metrics to drive performance improvements.
• Conducting regular team meetings to discuss performance, address challenges, and share best practices.
• Providing ongoing training and support to team members to enhance their skills and performance.
• Collaborating with other departments to ensure seamless operations and customer satisfaction.

The successful candidate will possess strong leadership skills, excellent communication abilities, and a deep understanding of BPO operations. Familiarity with performance metrics and a passion for driving team success are essential. If you are looking to take the next step in your career and lead a dynamic team in a fast-paced environment, we encourage you to apply.