Team Leader (Onsite | Bridgetowne, QC)

About the Role

We are looking for a skilled and experienced BPO Team Leader to drive team performance, manage day-to-day operations, and ensure the delivery of exceptional service to our clients. If you have proven leadership experience in a BPO environment and are ready for new challenges, this opportunity is for you!

Responsibilities:

• Manage and lead a team of agents to meet operational goals and KPIs.
• Supervise daily operations, ensuring adherence to client and company standards.
• Train, mentor, and motivate team members to achieve their full potential.
• Monitor and improve team performance by analyzing metrics such as CSAT, AHT, FCR, and SLA compliance.
• Handle escalations and implement solutions promptly to maintain client satisfaction.
• Prepare reports and provide actionable insights to management.

What We’re Looking...