Team Leader

QUALIFICATIONS:

• Strong leadership and team management skills.
• Proficiency in performance metrics and reporting tools.
• Familiarity with CRM software and call center technologies.
• Strong organizational skills and attention to detail.
• Preferably 2 years Proven Team lead experience in BPO

JOB RESPONSIBILITIES:

* Directly manage a team of 10-15 or more agents, including the provision of appropriate discipline, discharge, and ensuring accuracy of inputs regarding payroll documentation.
* Review and evaluate agents' performance on a weekly, monthly and quarterly basis. Pinpointing root cause for performance variance, trending, and creating improvement plans to correct and improve performance gaps.
* Maintain up-to-date level of product and procedural knowledge be being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.
* Responsible for administering c...