Team Leader – BPO Operations

About the role

We are looking for an experienced Team Leader to motivate and guide a group of Customer Service Associates within our BPO set‑up. You will be responsible for driving performance, ensuring quality, and delivering exceptional customer experiences.

Key responsibilities

• Coach and develop a team of Customer Service Associates through performance feedback, career planning and training objectives.
• Participate in quality calibration and validation sessions.
• Resolve employee issues and act as an advocate in HR and departmental processes.
• Identify productivity gaps and recommend improvements in tools, training, processes and reporting.
• Handle escalated customer calls, coordinate technical support and follow up with unsatisfied customers.
• Report operational achievements, statistical analysis and action‑plan improvements to the Operations Manager.
• Collaborate with operational, technical and sales teams to secure service contracts and ensure operational consistency.

Required profile

• Minimum 3 years experience as a Team Leader in the BPO industry.
• Good understanding of a services‑based business model.
• Experience supporting global, high‑availability operating environments.
• Strong leadership, analytical and problem‑solving abilities.
• Willingness to work night shifts, holidays and onsite.

Required skills

What we offer

• Opportunity to work for a global technology leader.
• Career growth within an international BPO organization.
• Dynamic, collaborative work environment.