Team Lead – BPO Operations

About the role

We are looking for an experienced Team Lead to oversee the day‑to‑day operations of our BPO team. You will coach agents, monitor performance metrics, handle escalations and work closely with cross‑functional teams to meet business objectives.

Key responsibilities

• Lead daily operations of the assigned team, ensuring service levels and business goals are met.
• Coach, motivate and develop team members to boost productivity.
• Ensure compliance with company policies, procedures and performance standards.
• Identify knowledge gaps and coordinate retraining with supervisors.
• Maintain and update Standard Operating Procedures (SOPs).
• Monitor team performance, attendance and operational metrics.
• Conduct monthly shadowing sessions and one‑on‑one meetings to drive improvement.
• Assist agents with operational questions, customer requests and process issues.
• Handle customer escalations while preserving high satisfaction levels.
• Answer calls as needed to support service levels.
• Prepare accurate operational reports on schedule.
• Participate in talent management and performance review meetings.
• Communicate employee‑related matters (leaves, disabilities, licensing) to supervisors.
• Support multiple areas such as Customer Service, Support, Claims and other functions.

Required profile

• Minimum 1 year of leadership experience in a BPO or contact‑center environment.
• Proven ability to lead customer‑service or operations teams.
• English proficiency at B2‑C1 level.
• Strong organizational, time‑management and decision‑making skills.
• Excellent problem‑solving and critical‑thinking abilities.
• Advanced verbal and written communication skills.
• Customer‑service orientation with experience managing escalations.

Required skills

• Microsoft Excel
• Microsoft Outlook
• Microsoft 365
• Microsoft Teams
• Zoom
• Power BI (preferred)
• Canoe or similar operational system (preferred)