Team Leader

Job Title/Position

Team Leader

Job Responsibilities

Describe the job role and the day-to-day tasks involved.

Team Management & Performance

• Supervise a team of agents to meet productivity and quality standards
• Set performance goals and monitor client-defined metrics
• Conduct regular performance reviews, coaching, and feedback sessions
• Track team performance using KPIs and QA scores

Process & Operations Oversight

• Ensure smooth daily operations and adherence to company policies and SOPs
• Manage escalations and resolve complex customer issues
• Identify and implement process improvements based on data and customer feedback

Training & Development

• Mentor and upskill team members
• Conduct training on processes, tools, and customer handling
• Identify skill and knowledge gaps and recommend refresher training
• Keep the team updated on new tools, products, and policies

Client & Stakeholder Communication

• Act as the main point of contact between the team, management, and clients
• Prepare and present performance reports with actionable insights
• Address client concerns and ensure SLA compliance

Employee Engagement & Retention

• Promote a positive and supportive work environment
• Implement engagement initiatives to reduce attrition
• Encourage career growth and internal development

Top 4 Core (Priority,

non-negotiable)

Requirements

• Strong understanding of BPO processes, KPIs, and SLAs
• Experience in workforce planning and resource allocation
• Proven leadership experience managing customer service teams (voice, chat, or email)
• Experience in client reporting, stakeholder management, and presentations

Qualifications

Describe the qualifications the staff must have in terms of skills and capabilities.

• Bachelors degree (preferred but not required)
• Minimum 5 years experience as a Team Leader or in a senior leadership role within a BPO environment (Australia accounts preferred)
• Strong people management and coaching skills
• Excellent communication and problem-solving abilities
• Data-driven approach to performance management
• Proficient in Microsoft Office applications
• Ability to manage escalations and adapt to process or customer changes