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Common BPO team-leader role, metro location, and broad non-specialist requirements increase competition.
Customer-service and team leadership skills are highly transferable across industries.
Moderate due to required customer-service experience and leadership competencies but no strict numeric years or certifications.
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Lead and motivate operations team to achieve performance targets and company objectives through coaching and leadership.
Provide daily, weekly, and monthly performance reports for internal and external clients.
Ensure team compliance with service level agreements, regulatory requirements, and quality standards, including handling escalated calls and QA reviews.
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.
Previous experience in agent and/or customer service roles required; leadership or managerial experience is an asset.
Must be able to obtain relevant collection/trace licenses if required by jurisdiction.
English language proficiency compulsory in all locations.
Experienced in operational team leadership with a focus on coaching, performance management, and compliance.
Skilled in reporting and data analysis to track team performance and progress towards targets.
Collaborative and flexible in scheduling and team support, including training, onboarding, and engaging team activities.