Team Leader

Job Description

We are seeking an experienced and motivated   Team Leader   to manage a high-performing team of agents delivering a range of critical services, including customer support, technical support, collections, sales, and back-office functions. In this role, you will be responsible for ensuring exceptional service delivery, meeting and exceeding performance targets, coaching and developing team members, and fostering a positive, inclusive, and productive work environment.

Requirements

• Lead and motivate a team   of contact center professionals to achieve and exceed service level agreements (SLAs) and quality standards.
• Plan and delegate tasks   effectively, ensuring optimal staffing and workload distribution.
• Monitor performance metrics   (AHT, first contact resolution, adherence, quality scores, CSAT / NPS) and implement improvement plans.
• Coach and develop agents   through regular one-on-one sessions, training, and performance reviews.
• Drive a culture of continuous improvement   by analyzing data, identifying inefficiencies, and implementing process changes.
• Escalate and resolve issues   with clients and internal stakeholders in a timely manner.
• Manage quality assurance   processes, ensuring adherence to SOPs and compliance requirements.
• Handle administrative responsibilities   including attendance, payroll inputs, and scheduling.
• Foster a positive team environment   with strong morale, engagement, and retention strategies.
• Collaborate with cross-functional teams   (Quality, Training, Workforce Management, Sales / Billing) to achieve overarching goals.
• Prepare and present reports   on team performance, issues, and accomplishments to leadership.

Qualifications

Requirements

Lead and motivate a team of contact center professionals to achieve and exceed service level agreements (SLAs) and quality standards. Plan and delegate tasks effectively, ensuring optimal staffing and workload distribution. Monitor performance metrics (AHT, first contact resolution, adherence, quality scores, CSAT / NPS) and implement improvement plans. Coach and develop agents through regular one-on-one sessions, training, and performance reviews. Drive a culture of continuous improvement by analyzing data, identifying inefficiencies, and implementing process changes. Escalate and resolve issues with clients and internal stakeholders in a timely manner. Manage quality assurance processes, ensuring adherence to SOPs and compliance requirements. Handle administrative responsibilities including attendance, payroll inputs, and scheduling. Foster a positive team environment with strong morale, engagement, and retention strategies. Collaborate with cross-functional teams (Quality, Training, Workforce Management, Sales / Billing) to achieve overarching goals. Prepare and present reports on team performance, issues, and accomplishments to leadership. Qualifications Industry experience : BPO / kPO or related customer service environment preferred. Leadership skills : Strong people management, coaching, and conflict resolution abilities. Analytical skills : Proficient in data analysis and performance reporting; comfortable with dashboards and Excel / Sheets. Communication : Excellent verbal and written communication; adept at stakeholder management. Technical : Familiarity with contact center technology (IVR, WFM, ACD, QA tools, CRM) and basic troubleshooting. Availability : Flexible to work shifts as required by client needs.