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Known BPO brand, mid-level generalist role, metro location, and common title increase applicant competition.
Skills are moderately transferable across customer service and BPO operations but remain industry-specific.
Preferred 2–4 years and bachelor's degree set moderate filters for shortlisted candidates.
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Supervise daily operations and attendance of call center associates ensuring adherence to policies and legal requirements.
Coach team members regularly to meet or exceed performance metrics and handle escalated customer calls as subject matter expert.
Ensure service delivery meets contractual KPIs and financial targets while managing team communications and activities.
Bachelor’s Degree from a recognized university.
2-4 years of relevant experience, preferably in content moderation or call center operations.
Strong communication skills (written and verbal) and ability to coach and mentor a team.
Willingness to work a flexible schedule.
Experienced in leading teams within a call center or customer service environment with focus on operational performance and KPI achievement.
Capable of managing multitasking, prioritization, and timely delivery in a dynamic, performance-driven setting.
Demonstrated ability to develop team capabilities through coaching and corrective action when needed.