Job Requirements

• College Undergraduate or College Graduate
• with at least 3-5 years experience in BPO
• 2 years as TL/Supervisor

Key Responsibilities:

• Supervise daily operations of a team handling customer service, technical support, or back-office functions.
• Monitor performance metrics
• Coach, mentor, and provide regular feedback to team members to drive continuous improvement.
• Conduct regular team huddles, one-on-ones, and performance reviews.
• Handle escalated customer issues or complaints and ensure timely resolution.
• Ensure compliance with company policies, quality standards, and client expectations.
• Generate and analyze reports to identify trends, areas for improvement, and team performance insights.
• Collaborate with QA, Workforce, and Training teams to align goals and optimize operations.