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Common BPO team-leader role, mid-level profile, metro hiring, and broad skillset increase candidate competition.
Customer-service operations skills transfer across industries, but BPO-specific processes and licensing create moderate domain specificity.
Requires customer-service experience and jurisdictional licensing sometimes, but no strict numeric years requirement.
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Lead and motivate a team to achieve performance targets aligned with company objectives.
Provide coaching, guidance, and clear direction to improve employee engagement and performance, including handling corrective disciplinary actions.
Create and deliver reports at internal and client levels, manage team scheduling, ensure SLA adherence, and support recruitment and training efforts.
Minimum education varies by location: High School Diploma (North America), 2 years post-secondary (Philippines), 3 CSEC passes (Trinidad & Tobago), no minimum for Costa Rica and UK.
Work Experience Required: Previous agent/customer service experience; leadership or managerial experience is an asset.
English language proficiency is mandatory.
Must be eligible for required licenses in applicable jurisdictions if needed.
Experienced in customer service with prior leadership responsibilities, comfortable managing and developing teams to meet performance goals.
Practices hands-on operational involvement including direct coaching, performance monitoring, and escalation handling.
Able to collaborate on process improvements and assist in recruitment and training, indicating proactive operational leadership.