Key Responsibilities

Ensure team adherence to schedules and required production hours

Maintain compliance with client and company quality and customer experience standards

Monitor, analyze, and utilize performance data to improve team productivity and achieve financial targets

Conduct regular performance evaluations and provide coaching and feedback

Ensure compliance with internal policies, client requirements, and applicable regulations

Support team development through training, mentoring, and performance management

Track team KPIs and provide regular reports to the Operations Manager

Handle disciplinary actions in accordance with company policies

Drive initiatives to meet or exceed attrition and retention targets

Key Performance Indicators (KPIs)

Effective analysis and interpretation of operational data

Strong problem-solving skills and decision-making ability

Achievement of team performance targets and deliverables

Fulfillment of all assigned responsibilities and duties

Qualifications

High School / Senior High School Graduate; Bachelor’s degree or equivalent experience preferred

At least 2 years of experience as a Team Leader handling Telco accounts in a BPO setting

Strong knowledge of basic troubleshooting processes

Proven ability to analyze performance data and implement improvements

Excellent leadership, communication, and problem-solving skills