BPO Team Lead

Req ID: 368932 

We are currently seeking a BPO Team Lead to join our team in Quezon City, Quezon (PH-QUE), Philippines (PH).

Key Responsibilities
1. Team Performance Management
• Monitor daily, weekly, and monthly KPIs (AHT, QA, CSAT, productivity, accuracy, adherence).
• Conduct regular performance reviews and provide individualized coaching.
• Ensure the team consistently meets or exceeds SLA targets.
• Manage attendance, scheduling, and adherence to workforce requirements.
2. Operational Excellence
• Allocate workload and manage capacity to meet service demand.
• Oversee transaction processing, customer interactions, and escalations.
• Ensure compliance with company policies, financial regulations, and client requirements.
• Drive continuous improvement through root cause analysis and corrective actions.
3. Quality & Compliance
• Conduct call/transaction audits and participate in QA calibrations.