BPO Team Leader

#SparkSuccess at FGC+

Since 2011, FGC+ has been committed to transforming US businesses through our all-inclusive outsourcing solutions. Through the years, we've built strong remote teams, developed customized processes, and provided exceptional customer service, helping companies soar to new heights. Our dedicated professionals excel in supporting a diverse range of industries with unmatched dedication.

Driven by our core values of Empathy, Reliability, Possibility, and Growth, we are focused on #IgnitingPossibility and helping each team member unlock their full potential. At FGC+, we offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success.

Here, you are more than just an employee — you are part of a team where you can truly thrive and make a difference.

About the Role:

As a Team Lead in our contact center, you will be instrumental in ensuring smooth day-to-day operations and driving team performance. You'll oversee a group of Pros, monitor KPIs, provide regular coaching, and implement improvement strategies as needed. Your leadership will help uphold service excellence while fostering a positive and engaging work environment.

Key Responsibilities:

• Team Supervision – Oversee and support daily activities of assigned Pros.
• KPI Oversight – Monitor and evaluate team and individual KPIs across assigned campaigns.
• Coaching & Development – Conduct one-on-one sessions to deliver feedback, resolve performance gaps, and identify growth opportunities.
• Training & Onboarding – Support new hires with the necessary training and tools to succeed.
• Performance Management – Create and execute Performance Improvement Plans (PIPs) for underperforming team members.
• Quality Monitoring – Review customer interactions to ensure compliance with company standards and procedures.
• Issue Resolution – Manage escalations and ensure timely, effective resolution of customer concerns.
• Reporting – Generate and present reports on team performance, trends, and actionable insights.
• Team Engagement – Cultivate a collaborative and inclusive team culture focused on motivation and productivity.
• Process Enhancement – Recommend and implement process improvements to boost efficiency and service delivery.

Qualifications & Skills:

• Bachelor's degree or equivalent experience
• Minimum of 3 years in a leadership or supervisory role within a contact center
• In-depth knowledge of contact center operations and performance metrics
• Strong communication and interpersonal skills; proven ability to coach and lead
• Demonstrated success in improving performance and meeting KPI goals
• Ability to manage multiple tasks and adapt in a dynamic environment
• Proficient in contact center tools and performance tracking software
• Analytical mindset with strong problem-solving abilities
• High standard of customer service and quality focus
• Willingness to work flexible shifts, including evenings, weekends, and holidays

What we have to offer:

At FGC+, we believe that every person yearns to fulfill their potential. "Igniting possibility" is our brand essence, it recognizes that work can be a great catalyst for personal and professional growth. By creating an environment of support and inspiration, we enable people to realize their true capabilities and to make work a source of fulfillment and sustainable success.

We offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success — not to mention a market competitive total compensation/rewards package including:

● Day 1 HMO

● Competitive base pay with incentives and allowances

● Payment of all statutory government benefits

● 25 days of annual paid leave

● 13th month pay

● Onsite medical support

● Skills and training development programs

● Employee Engagement Events

● Employee Referral Program