Operations Team Leader – BPO

About the role

The Operations Team Leader is responsible for ensuring that a team of customer‑support representatives meets account KPIs, follows approved scripts, and delivers high‑quality service. The role combines supervision, performance monitoring, and coaching to drive compliance and achieve targets.

Key responsibilities

• Monitor and evaluate calls, emails and case handling to ensure quality and adherence to metrics.
• Track team performance daily, reviewing productivity, schedule adherence and quality‑assurance scores.
• Implement motivational techniques and action plans to improve team results.
• Maintain accurate work‑day documentation, payroll submission and daily communication with the client.
• Ensure representatives follow client‑approved scripts without providing legal advice, while coaching them to handle credit‑card payments and appointment scheduling.

Required profile

• Minimum six months experience as a Team Leader in a BPO environment.
• Schedule flexibility and availability to work on‑site.
• English proficiency at B2 level (oral and written).
• Proven experience in personnel management and stakeholder coordination.

Required skills

• Advanced Excel, including functions such as SUMIF, VLOOKUP, Pivot Tables and conditional formulas.
• Proficiency with Google Apps for Work (Drive, Calendar, Gmail).
• Ability to create and present advanced graphics and data visualisations.