We are looking for a team lead for our BPO Operations Centralized Team, providing top-notch service to our clients. You’ll play a critical role in building out our client support team, both onshore and offshore, ensuring our team meets metrics for first response, time to resolution, and CSAT. You will be a part of a remote friendly team, reporting directly to the Senior Manager of Vendor Operations.
What you will be doing:
- Lead, coach, and mentor team members to ensure high performance and professional growth.
- Track and analyze team performance metrics such as first response time, time to resolution, and CSAT.
- Conduct daily quality checks on support interactions to ensure adherence to company standards.
- Provide support and guidance to team members in managing difficult communications and resolving issues.
- Ensure the team meets or exceeds service level agreements (SLAs) and performance targets.
- Manage and prioritize multiple tasks and responsibilities to maintain smooth operations.
You’d be a great fit if:
- You have 4+ years in customer support, preferably product-focused, technical, or healthtech, and at least 1 year of experience leading 3+ people in a frontline support role.
- You have experience working with or coaching a BPO team.
- You are comfortable in a high-volume contact center environment, providing quality checks, and working to SLAs and performance metrics.
- You have excellent communication, data proficiency, and attention to detail skills.
- You have a bias for action, operational excellence, and adaptability.
Salary: $65,000 - $85,000