Key Responsibilities:

• Supervise and coordinate the daily activities of the BPO team.
• Monitor team performance, set goals, and ensure KPIs/SLAs are met.
• Conduct regular team meetings, coaching, and feedback sessions.
• Identify process improvement opportunities to enhance efficiency and customer satisfaction.
• Handle escalations and resolve customer issues promptly.
• Collaborate with internal departments and external clients for smooth process flow.
• Ensure compliance with company policies, data protection, and quality standards.
• Assist in workforce planning, shift management, and resource allocation.
• Prepare daily/weekly/monthly reports for higher management.
• Train new hires and support onboarding processes.

Requirements:

• Bachelors degree in Business Administration, Management, or related field.
• 3+ years of experience in a BPO environment with at least 2 years in a supervisory/lead role.
• Strong leadership and people management skills.
• Excellent communication (verbal and written) and interpersonal skills.
• Ability to work under pressure and meet tight deadlines.
• Familiarity with CRM systems, MS Office, and BPO tools.
• Flexible to work in shifts, including nights and weekends if required.