Job Description
Are you a visionary leader ready to make an impact in the BPO industry? ResultsCX is currently looking for a dedicated BPO Team Lead to oversee our Telco Account operations. In this pivotal role, you will be the heartbeat of our customer support team, ensuring that every interaction reflects our world-class service standards. You will not only manage day-to-day operations but also inspire your team to consistently exceed performance targets.
As a Team Lead, you will be responsible for driving quality assurance, managing workflow, and resolving complex escalations. We are looking for someone who thrives in a dynamic environment and is committed to professional growth for themselves and their team. If you have a passion for customer success and possess strong leadership capabilities, this is your chance to advance your career with a leading contact center provider.
Responsibilities
- Lead, mentor, and coach a team of customer service representatives to ensure high performance standards.
- Monitor daily operations and handle escalated customer issues with professionalism and empathy.
- Analyze performance metrics (KPIs) to identify areas for improvement and implement corrective actions.
- Conduct regular team meetings, training sessions, and one-on-one coaching discussions.
- Collaborate with management to develop and execute strategies that drive operational efficiency.
- Ensure compliance with company policies, quality assurance standards, and industry regulations.
- Manage team schedules, attendance, and workload distribution effectively.
Qualifications
- Bachelor's degree in any field or equivalent work experience in a BPO environment.
- Minimum of 3-5 years of experience in a Call Center or Customer Service role, with at least 1-2 years in a supervisory or team lead position.
- Proven track record of meeting and exceeding performance targets and KPIs.
- Excellent communication skills, both verbal and written, in English.
- Strong leadership skills with the ability to motivate and inspire a diverse team.
- Proficiency in CRM software and Microsoft Office Suite.
- Ability to work in a fast-paced, target-driven environment.