BPO Supervisor/Team Leader

BPO Supervisor/ Team Leader Work Set-up: On-site Schedule: 8:00 am to 5 pm EST (during the first month 10:00 am to 5:00 pm EST) Work Location: Cebu Responsibilities:

• Manage and supervise a team of call center agents.
• Set clear performance goals and objectives for the team and monitor progress.
• Provide coaching, mentoring, and training to improve individual and team performance.
• Handle escalated customer inquiries and complaints in a professional and timely manner.
• Monitor call queues and ensure that calls are answered promptly and efficiently.
• Analyze call center data and metrics to identify areas for improvement and implement solutions.
• Maintain a positive and motivating work environment that encourages teamwork and collaboration.
• Develop and implement policies and procedures to enhance the efficiency and effectiveness of the call center operations.
• Conduct regular performance evaluations and provide feedback to team members.

• Bachelor’s degree or equivalent work experience.
• Proven experience in a call center environment, with at least 3 of experience in a supervisory role.
• Excellent communication and interpersonal skills.
• Strong leadership and decision-making abilities.
• Ability to multitask and prioritize in a fast-paced environment.
• Proficiency in call center softwares and Google Suite.
• Experience with performance management and coaching.
• Sales/Appointment setting background is a plus.