Team Lead Customer Service (BPO)

About the job Team Lead Customer Service (BPO)

Position: Team Lead Customer Service (BPO)
Number of hours: 40 Hrs/week
Schedule: TBD

Job Summary:

We are seeking a motivated and experienced Team Lead Customer Service to oversee and guide a team of customer service representatives in a fast-paced BPO environment. The ideal candidate will ensure high-quality service delivery, team performance optimization, and client satisfaction. This role requires strong leadership, problem-solving, and communication skills.

Key Responsibilities:

• Supervise, mentor, and coach a team of customer service representatives to meet and exceed performance metrics.
• Monitor and analyze team performance using KPIs such as CSAT, AHT, FCR, and SLA adherence.
• Conduct regular coaching, perform...