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Common BPO team-lead title and mid-level (2–5yr) experience increase competition despite non-metro location and smaller brand.
Role requires voice/BPO operations and team leadership, limiting cross-industry transferability.
Explicit 2–5 years BPO/voice experience and required team-lead supervisory experience enforce strict screening.
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Lead and manage a voice operations team responsible for meeting productivity, conversion, quality, and operational KPIs.
Translate business objectives into team goals and drive performance improvement using data insights and coaching.
Oversee daily voice operations ensuring process adherence, lead management, customer experience, and cross-functional collaboration.
Bachelor's degree in any discipline.
2–5 years of experience in Voice/BPO/Contact Center operations.
At least 1 year of experience in a Team Leader or supervisory role.
Proficient in MS Excel/Google Sheets and CRM/lead management systems.
Experienced in managing teams of 15–25+ associates in a high-volume voice or BPO environment with a focus on lead conversion and performance management.
Strong analytical skills to monitor performance metrics like conversion rate, productivity, and quality and to identify improvement opportunities.
Capable of handling operational discipline, coaching, and cross-functional stakeholder management to ensure smooth execution and continuous improvement.