- Team Management: Supervise and manage a team of customer service representatives or BPO agents, ensuring adherence to company policies and procedures.

- Performance Monitoring: Track team performance metrics, such as call quality, customer satisfaction, and average handle time, and provide feedback.

- Coaching and Training: Identify training needs and provide coaching to team members to improve their skills and knowledge.

- Client Management: Manage relationships with existing and potential clients, ensuring client satisfaction and operational efficiency.

- Conflict Resolution: Handle escalated customer complaints and resolve issues promptly and effectively.

- Reporting: Prepare and present regular reports on team performance to management.

Essential Skills:

- Leadership: Strong leadership and team management skills to motivate and guide team members.

- Communication: Excellent verbal and written communication skills to effectively convey instructions, provide feedback, and build rapport with team members and clients.

- Problem-Solving: Ability to quickly address challenges and make informed decisions.

- Time Management: Effective time management skills to balance multiple priorities and ensure project deliverables meet quality standards and deadlines.

Requirements:

- Experience: Proven experience in a customer service or call center role, with previous leadership or supervisory experience preferred.

- Education: Bachelor's degree in a relevant field, such as business or management.

- Industry Knowledge: Understanding of BPO operations, customer service best practices, and industry-specific tools and processes ¹