Position Summary:

We are seeking a proactive and detail-oriented Team Lead to oversee daily team operations. The ideal candidate will demonstrate strong leadership, a commitment to excellent service, and hands-on expertise in project management and process improvement.

Applicants should possess 3+ years of supervisory or team lead experience within the BPO sector, with a proven background managing multi-channel communications—including calls, emails, chats, tickets, and social media.

Responsibilities:

Lead, inspire, and support a team of CX Associates
Track team performance, execute targeted improvement plans, and oversee key service metrics to guarantee SLA compliance
Deliver high-quality support across diverse channels while effectively resolving complex escalations
Facilitate staff training sessions and complete regular performance reviews
Partner with QA, training, operations, and other departments to drive consistent workflows and deliver seamless customer experiences
Pinpoint operational inefficiencies and propose strategic solutions to optimize service standards
Engage in client meetings, operational audits, and performance reporting as needed

Required Skills/Abilities:

Near-native fluency in written English (required)
Exceptional communication, interpersonal, coaching, and conflict resolution abilities
Strong dedication to work ethic and a knack for inspiring high performance in team members
Comprehensive grasp of customer service standards and core principles
Expertise in managing customer support tools, CRM systems, and cloud telephony platforms
Advanced proficiency with Google Sheets and Microsoft Excel
Proactive approach to risk management and early detection of potential employee concerns
Proven capability to thrive in fast-paced, time-sensitive settings

Education and Experience:

Proven team leadership and development experience (3+ years in a supervisory role)
Experience managing multi-channel communication
Sales or e-commerce experience (plus)
Senior college student or bachelor's degree in a relevant field.

Team Lead / Supervisor (BOG)

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