Team Lead

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Manage and direct the daily activities of the call center agents, including creative resource planning and implementing call center strategies and operations
  • Provide operational guidance. Train, coach, monitor, recognize, support and promote discipline in any given situation
  • Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff
  • Carry out needs assessment and performance reviews to officers
  • Setting and meeting performance targets for efficiency and quality
  • Act as subject matter expert for all work-related duties
  • Practice and ensure compliance with all policies and procedures of the company
  • Coordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience
  • Coordinate with Recruitment, IT and liaising with HR team

Education and/or Experience

  • Bachelor's/College degree 
  • 2-3 years of experience working as a Team Leader in a BPO - Content Moderation setting.

Language Skills

  • Average communication skills in English

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