BPO Team Lead for Pooling

Company : Clearsource

Job Description - BPO Team Lead for Pooling

Are you passionate about inspiring teams and creating unforgettable customer experiences?

In this role, you’ll be the driving force behind a high-energy, high-performing team—fostering a culture of collaboration, growth, and excellence. As a Team Leader in ClearSource’s powerhouse Operations department—the backbone of our success—you’ll lead from the front, equipping your team with the tools, training, and motivation they need to crush goals and exceed client expectations.

What you will do Team Leader

Lead & Develop Your Team

Hold weekly 1:1s to build trust, coach career goals, and track KPIs
Train team on ClearSource leadership tools: Role Definition, Coaching Process, People Analyzer, etc.
Conduct weekly team meetings to review performance, resolve issues, and celebrate wins
Update People Analyzer weekly; conduct monthly self-assessments

Drive Performance & Accountability

Review daily performance metrics by agent (attendance, quality, productivity)
Audit interactions and resolve performance issues with clear action plans
Provide documented weekly coaching using the 5-step process
Manage attendance, payroll updates, and client communications

Support & Communicate Effectively

Deliver accurate, timely support to employees and clients
Communicate updates clearly and on time
Attend meetings, calibrations, and training sessions
Review and update team role definitions quarterly
Fulfill client-set production time requirements

What We're Looking For

Possess 2–3 years of experience in a retention coaching role, or a related field.
A high degree of adaptability and flexibility, with the ability to lead through change and ambiguity
Exceptional attention to detail and strong organizational skills to manage multiple priorities effectively
Outstanding interpersonal and communication skills, with the ability to coach, influence, and motivate team members
Advanced proficiency in Microsoft Excel for performance tracking, analysis, and reporting
Willingness to work onsite and engage directly with team members and operations
Schedule flexibility, including graveyard shifts and/or split rest days, as required by business needs
Must be willing to work onsite

ClearSource offers a competitive salary as well as opportunities for career growth and professional development. We have an inclusive culture that values diversity and the contributions our employees make to the organization’s success.
We also offer:

Competitive salary – Get paid for doing what you love!
Medical and dental insurance (with free dependent coverage!).
Group life insurance for peace of mind.
Paid time off (PTO) – Because work-life balance matters.
Outstanding career growth opportunities – Learn, advance, and develop your career.
A fun, innovative, and energetic team culture – Be part of a company that values its employees
Skills and leadership development to help you reach your full potential.
Free meal for onsite employees

At ClearSource, our mission is simple: Making Lives Better—for our employees, our clients, and their customers. Our culture is built on a strong foundation of core values that shape everything we do:

Customer First – We are obsessed with delivering an exceptional customer experience.
Personal Accountability – We do the right thing and own our actions.
Humble Courage – We embrace feedback, seek growth, and push ourselves to improve.
Hungry – We bring passion, energy, and drive to everything we do.
Happy & Healthy – We believe in balance, well-being, and a positive workplace.

If these values resonate with you, this is your chance to join a fast-growing, high-performing team!

Original job BPO Team Lead for Pooling posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

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BPO Team Lead for Pooling

Job Description - BPO Team Lead for Pooling

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