Sr. Team Lead

We are looking for an experienced and customer-focused Senior Group Lead to oversee team performance and day-to-day operations within a fast-paced Contact Center/BPO environment. The role will provide leadership, coaching, and operational direction to ensure the team consistently meets performance targets while delivering an excellent customer experience.

Key Responsibilities

• Lead and manage a team of customer service professionals, ensuring achievement of productivity, quality, service level, and customer satisfaction targets.
• Provide day-to-day operational direction, guidance, and support to team members.
• Monitor team performance and conduct regular coaching, feedback, and performance improvement discussions.
• Ensure consistent delivery of high-quality customer service in accordance with client and company standards.
• Address escalated customer concerns and provide appropriate resolutions while maintaining a customer-centric approach.
• Monitor operational metrics and identify performance trends, gaps, and opportunities for improvement.
• Partner with Operations, Quality, Training, WFM, and other support teams to address operational concerns and improve team performance.
• Drive employee engagement, motivation, and retention through effective communication and people management practices.
• Ensure adherence to company policies, client requirements, processes, and compliance standards.
• Conduct team huddles and communicate business updates, performance expectations, and process changes.
• Prepare and provide regular performance updates and reports to management.
• Identify process and performance improvement opportunities and support the implementation of corrective action plans.
• Manage attendance, schedule adherence, and other workforce-related concerns within the team.
• Serve as an escalation point for complex operational and customer-related issues.
• Perform other leadership and operational responsibilities as assigned.

Qualifications

• Minimum of 4 years of work experience in a Contact Center/BPO environment.
• Minimum of 2 years of experience in a leadership position, such as Team Leader, Supervisor, Group Lead, or similar role.
• Strong experience in people management, coaching, and performance management.
• Strong customer service orientation with a demonstrated ability to manage customer concerns effectively.
• Experience managing operational KPIs such as Service Level, Quality, Productivity, CSAT, AHT, and Attendance is preferred.
• Excellent communication, interpersonal, and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Ability to make sound decisions and handle escalations in a fast-paced environment.
• Strong organizational skills with the ability to manage multiple priorities.
• Proficient in Microsoft Office applications, particularly Excel and PowerPoint.
• Willing to work on shifting schedules, weekends, and holidays depending on business requirements.

Preferred Skills

• Experience managing large or multi-team operations.
• Background in customer service, sales, collections, or other customer-facing BPO operations.
• Experience in performance improvement and employee engagement initiatives.
• Strong understanding of Contact Center operations and performance management.