Operational Lead (Telco Account)
Full-time
Synlink Recruitment Outsourcing Co. Inc.
Team Management:
- Supervise and lead a team of agents to meet or exceed performance targets (KPIs/SLAs).
- Monitor daily operations to ensure productivity, quality, and customer satisfaction.
- Conduct regular team meetings, coaching sessions, and one-on-ones.
Performance Monitoring & Reporting:
- Track individual and team performance metrics.
- Analyze trends and prepare performance reports for management.
- Identify areas of improvement and implement corrective actions.
Training & Development:
- Provide guidance, training, and support to team members.
- Assist in onboarding and continuous development of new and existing agents.
- Foster a culture of learning and growth.
Requirements
- Minimum of 5 years experience in BPO industry
- Minimum of 2 years experience in Supervisory role
Vacancy posted 21 days ago
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