Team Leader/Supervisor | BPO

Job description:

Duties & Responsibilities :

• Assists in the formulation of targets for individuals and teams.
• Anticipates escalation and take over calls when needed.
• Provides coaching & feedback to enhance agent performance.
• Manages call volume and inventory allocation.
• Participates in client calibration and meetings.
• Enforce adherence to policies on attendance, established procedures and company policies.
• Carries out performance monitoring, measurement and evaluation of all operators / agents to improve efficiency.
• Prepares monthly performance reports.

Qualifications:

• Must have at least 2-3 years supervisory experience in any account
• Exceptional verbal and written communication skills.
• Excellent problem-solving skills, leadership, and customer service skills.