Team Management:

• Supervise and lead a team of agents to meet or exceed performance targets (KPIs/SLAs).
• Monitor daily operations to ensure productivity, quality, and customer satisfaction.
• Conduct regular team meetings, coaching sessions, and one-on-ones.

Performance Monitoring & Reporting:

• Track individual and team performance metrics.
• Analyze trends and prepare performance reports for management.
• Identify areas of improvement and implement corrective actions.

Training & Development:

• Provide guidance, training, and support to team members.
• Assist in onboarding and continuous development of new and existing agents.
• Foster a culture of learning and growth.

Requirements

• Minimum of 5 years experience in BPO industry
• Minimum of 2 years experience in Supervisory role