Operations Team leader.

The Team Leader (English Account) is responsible for managing, supporting, and motivating a team to achieve performance targets while ensuring quality, productivity, and adherence to company policies. The role involves coaching, performance monitoring, and acting as a bridge between agents and management.

Key Responsibilities:

• Lead, coach, and motivate a team to meet and exceed performance KPIs.
• Monitor team performance, attendance, and productivity.
• Conduct regular coaching sessions, feedback meetings, and performance reviews.
• Ensure compliance with company policies, procedures, and operational guidelines.
• Support agents with escalations and daily operational challenges.
• Communicate updates, changes, and expectations clearly to the team.
• Identify training needs and coordinate with training and quality teams.
• Prepare and submit regular performance reports to management.

Job Requirements:

• Minimum Six months of experience as a Team Leader in BPOs.
• Ability to work rotational shifts and overnight shifts.
• Graduate.
• English language proficiency at C1 level.
• Strong leadership, communication, and interpersonal skills.
• Ability to manage performance and resolve conflicts effectively.