Job Summary:

The Assistant Manager or a Team Leader is responsible for managing, coaching, and guiding a team of customer services representatives to achieve performance targets and deliver excellent customer experiences. This role ensures operational efficiency, adherence to company policies, and the professional development of team members.

Key Responsibilities:

• People management - supervise and guide a team of agents to achieve daily, weekly and monthly KPIs.
• Handles escalations and ensure smooth daily operations.
• Monitor performance metrics and prepare reports.
• Coordinate with support teams (QA, Training, Workforce)
• Drive employee development and team engagement.

Qualifications:

• At least 2 - 3 years BPO team lead experience.
• Strong leadership and communication skills.
• Amenable to work 100% onsite and flexible to work on shifting schedules.