Team Lead Customer Service (BPO) - Remote

Overview

We are seeking a motivated and experienced Team Lead Customer Service to oversee and guide a team of customer service representatives in a fast-paced BPO environment.

In Short

• Supervise and mentor a team of customer service representatives.
• Monitor team performance using KPIs such as CSAT and AHT.
• Conduct regular coaching and performance reviews.
• Handle escalations and resolve complex customer issues.
• Ensure compliance with company policies and client requirements.
• Develop training materials and facilitate training sessions.
• Collaborate with QA, Training, and Operations teams.
• Generate reports on team performance for process improvement.
• Foster a positive work culture and promote teamwork.
• Perform quality assurance for agents as needed.

Requirements

• 2-3 years of experience in a customer service leadership role.
• Experience handling a large team working remotely.
• Strong knowledge of customer service principles and call center operations.
• Experience in solar energy is preferred.
• Excellent communication and problem-solving skills.
• Proficiency in CRM software and reporting systems.
• Ability to work flexible shifts as needed.
• Bachelor's degree in Business or related field is a plus.

Benefits

• Opportunity to lead a dynamic team.
• Professional development and training opportunities.
• Work in a fast-paced BPO environment.
• Flexible working hours.