
Urgent Deployment
1 day ago
Core Responsibilities
Team Leadership & Management
- Define team objectives, assign responsibilities, and set clear timelines.
- Build a positive and collaborative work culture with transparent communication.
- Drive team motivation by promoting high performance, creativity, and innovation.
- Supervise day-to-day operations, including scheduling, workload balancing, and shift management.
Performance Oversight & Development
- Track and evaluate team metrics through monthly scorecards to ensure KPI alignment.
- Provide regular feedback, mentoring, and skills development support.
- Leverage data to identify trends and recommend strategies for boosting efficiency and quality.
Operational Support
- Ensure adherence to account-specific processes, quality expectations, and turnaround commitments.
- Oversee leave requests and support the onboarding and integration of new hires.
- Organize team-building initiatives to strengthen engagement and cooperation.
Client & Stakeholder Relations
- Act as the team's representative during client calls, updates, and escalations.
- Respond to client concerns promptly while maintaining compliance with SLAs.
- Spot potential issues or process gaps early and implement corrective measures.
Process Management & Improvement
- Keep SOPs updated and accurate for team reference.
- Recommend and execute improvements to enhance productivity and service delivery.
Qualifications
- Background as a Team Leader, Supervisor, or related leadership role in BPO or equivalent field.
- Solid knowledge of performance management, operations, and data-driven decision-making.
- Strong interpersonal, communication, and conflict management skills.
- Ability to inspire, guide, and support a diverse team.
- Skilled in analyzing productivity reports, attendance records, and performance dashboards.
- Flexible and resilient in a dynamic, fast-paced work environment.
Job Type: Full-time
Work Location: In person
Expected Start Date: 09/05/2025
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