Team Leader – Operations (English/International Process) is directly responsible for managing a team of Customer Service Advisors (CSAs) to meet specific client KPIs, drive high performance, and ensure process guidelines are strictly followed. The role focuses heavily on data analysis, customer escalations, and active daily coaching.
Key ResponsibilitiesPerformance Management: Track, monitor, and drive team performance against critical KPIs including CSAT (Customer Satisfaction), AHT (Average Handle Time), and Quality Assurance.
Coaching & Mentoring: Conduct regular, structured feedback sessions and side-by-side coaching to close performance gaps and support advisor development.
Escalation Handling: Act as the primary point of contact for complex customer issues, resolving bottlenecks and operational escalations smoothly.
Compliance & Quality: Enforce strict adherence to client-specific process guidelines, organizational compliance, and data security frameworks.
Reporting & Analysis: Maintain daily, weekly, and monthly operational reports.
Analyze trends to implement effective productivity improvement plans.
* Team Engagement: Maintain high agent motivation, manage shift rosters, control absenteeism, and ensure open communication channels.
Role Requirements
Experience: A minimum of 1 to 2+ years of on-paper experience as a Team Leader in an international BPO voice or omnichannel environment.
Language Skills: Excellent verbal and written English communication skills (minimum B2/C1 standard) with a solid capability to handle stakeholder interactions.
Education: Graduation/University degree is generally mandatory for international setups.
Technical Proficiency: Solid understanding of CRM software, contact center tools (like WFM platforms), and data visualization tools (MS Excel/Google Sheets). Flexibility: Willingness to work in a fast-paced environment with 24/7 rotational shifts