BPO Team Leader: Drive Support Excellence

Firstsource; United States; On-site; USD 42,000 - 54,000; Full time

Job summary

Firstsource is seeking a Supervisor (Team Leader) in Louisville to oversee a customer service team within the BPO/KPO/Call Centre sector. The role focuses on coordinating daily operations, training, and driving performance to meet organizational goals.

You will motivate a diverse team, monitor performance, and implement improvements while ensuring adherence to policies and industry standards. This is a hands-on leadership position in a fast-paced call centre environment.

Qualifications

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 3 years of experience in a supervisory role in the BPO/KPO/Call Centre industry.
• Demonstrated ability to lead teams and manage multiple tasks simultaneously.
• Strong problem-solving skills and a customer-focused mindset.

Responsibilities

• Lead and manage a team of customer service representatives, ensuring adherence to company policies and procedures.
• Coordinate daily operations, including task assignments, performance monitoring, and workflow management.
• Implement training programs to enhance team skills and knowledge, fostering a culture of continuous improvement.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Resolve escalated customer issues and ensure timely and effective solutions are provided.
• Analyze team performance metrics and develop strategies to improve efficiency and productivity.
• Collaborate with other departments to align team goals with organizational objectives.
• Prepare and present reports on team performance and operational challenges to upper management.
• Ensure compliance with industry regulations and company standards.

Skills

Supervisory leadership

Coaching and motivation

Data-driven decision making

Performance management

Communication and interpersonal skills

Education

Bachelor's degree in Business Administration/Management

Job description

Firstsource is seeking a Supervisor (Team Leader) in Louisville to oversee a customer service team within the BPO/KPO/Call Centre sector. The role focuses on coordinating daily operations, training, and driving performance to meet organizational goals.

You will motivate a diverse team, monitor performance, and implement improvements while ensuring adherence to policies and industry standards. This is a hands-on leadership position in a fast-paced call centre environment.