Job Description
Are you ready to take your career to the next level in the dynamic world of Business Process Outsourcing? Apex Global Solutions is looking for a passionate and results-driven BPO Team Lead to oversee our high-performance contact center operations.
In this pivotal role, you will be the bridge between management and the front-line team, driving excellence in customer service, mentoring talent, and optimizing operational workflows to meet international standards.
Why Join Us?
- Competitive compensation package and performance-based bonuses.
- Comprehensive training and professional development programs.
- A collaborative and inclusive company culture that values innovation.
Responsibilities
- Lead, mentor, and coach a team of customer service representatives to ensure high KPI attainment.
- Monitor daily performance metrics including Average Handle Time (AHT), First Call Resolution (FCR), and Quality Assurance scores.
- Conduct regular performance reviews, one-on-ones, and coaching sessions to drive continuous improvement.
- Collaborate with Quality Assurance to identify trends and implement process improvements.
- Handle escalated customer issues and complex inquiries with professionalism.
- Ensure strict adherence to company policies, scripts, and compliance regulations.
Qualifications
- Bachelor's Degree in any field or equivalent experience.
- Minimum of 3-5 years of experience in a BPO or Customer Service environment.
- Proven leadership experience with a track record of team development.
- Excellent command of English (both written and verbal).
- Strong problem-solving skills and the ability to remain calm under pressure.
- Proficiency in CRM software and MS Office applications.