BPO Team Leader

Job Summary

The Team Leader for CCA (Customer Care Ambassadors) is responsible for overseeing a team of Tier 1 Customer/Technical Support agents. This role ensures seamless customer experience, efficient handling of inquiries, and strong team performance across both front-line support and back-office operations.

Key Responsibilities

Team Supervision & Operations

• Manage daily activities of CCA Tier 1 Support agents
• Monitor attendance, adherence, and schedule compliance
• Ensure smooth handling of customer interactions and back-office tasks

Performance Management

• Track and drive team KPIs
• Identify gaps and implement action plans to improve performance

Coaching & Development

• Conduct regular coaching sessions and performance reviews
• Support skill...