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Key Responsibilities:

Team Operations & Queue Management:
Oversee a pod of 10 to 15 agents in a voice, chat, or email contact center environment.
Run pre-shift huddles to review daily goals, attendance, and updates.
Monitor real-time queue status, handle escalations, and perform live call de-escalations.
Coaching & Development:
Conduct regular 1-on-1 coaching sessions and call/interaction audits.
Track and improve key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction Score (CSAT), and Quality Assurance (QA) scores.
Identify skill gaps and build action plans for underperforming agents.
Administrative & Workforce Operations:
Manage shift attendance, schedule adherence, and leave requests.
Track daily/weekly metrics and report team performance to the Operations Manager.
Enforce company policies, compliance, and zero-tolerance operational standards.

Qualifications & Requirements:

Education: High school diploma or GED required; Bachelor's degree in Business, Management, or a related field preferred.
Experience: 1 to 3 years of experience as a BPO/Contact Center Agent with proven leadership, or 1+ year in a direct supervisory role.
Technical Skills:
Proficiency in CRM tools, ticketing systems, and Workforce Management (WFM) platforms (e.g., NICE, Verint).
Strong working knowledge of MS Excel and reporting dashboards.
Soft Skills:
Exceptional communication and active listening abilities.
Conflict res

Customer Service Team Lead