BPO Team Manager - Blended Account (Voice/Email/Chat) - Remote

Overview

The Team Manager is responsible for managing a team of customer service representatives or agents, ensuring high-quality service and performance targets are met.

In Short

• Supervise and lead a team of agents.
• Monitor performance against KPIs.
• Conduct training and development sessions.
• Ensure quality standards are met.
• Handle escalated customer issues.
• Manage daily workflow and staffing levels.
• Maintain effective communication with team and management.
• Prepare and submit performance reports.
• Foster a positive work environment.
• Support onboarding of new hires.

Requirements

• Strong background in managing BPO teams.
• Experience in launching or managing a pioneer account.
• Understanding of customer service principles.
• Excellent leadership and communication skills.
• Strong problem-solving abilities.
• Ability to manage high-pressure situations.

Benefits

• Work-from-home flexibility.
• Opportunity for immediate start.
• Potential for career growth within the company.
• Access to training and development resources.
• Supportive team environment.