Bpo Supervisor/Team Leader

BPO Supervisor/ Team Leader Work Set-up: On-site Schedule: 8:00 am to 5 pm EST (during the first month 10:00 am to 5:00 pm EST) Work Location: Cebu Responsibilities: • Manage and supervise a team of call center agents. • Set clear performance goals and objectives for the team and monitor progress. • Provide coaching, mentoring, and training to improve individual and team performance. • Handle escalated customer inquiries and complaints in a professional and timely manner. • Monitor call queues and ensure that calls are answered promptly and efficiently. • Analyze call center data and metrics to identify areas for improvement and implement solutions. • Maintain a positive and motivating work environment that encourages teamwork and collaboration. • Develop and implement policies and procedures to enhance the efficiency and effectiveness of the call center operations. • Conduct regular performance evaluations and provide feedback to team members. Requirements: • Bachelor's degree or equivalent work experience. • Proven experience in a call center environment, with at least 3 of experience in a supervisory role. • Excellent communication and interpersonal skills. • Strong leadership and decision-making abilities. • Ability to multitask and prioritize in a fast-paced environment. • Proficiency in call center softwares and Google Suite. • Experience with performance management and coaching. • Sales/Appointment setting background is a plus.