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.