Job Title: Team Leader - BPO

Job Summary:

We are seeking a highly motivated and experienced Team Leader to join our team. The Team Leader will be responsible for

managing a team of agents, ensuring operational excellence, and driving performance to meet business objectives. The ideal

candidate should have strong leadership, communication, and problem-solving skills, along with a customer-centric approach.

Job Title: Team Leader - BPO

Job Summary:

We are seeking a highly motivated and experienced Team Leader to join our team. The Team Leader will be responsible for

managing a team of agents, ensuring operational excellence, and driving performance to meet business objectives. The ideal

candidate should have strong leadership, communication, and problem-solving skills, along with a customer-centric approach.

Responsibilities:

Lead, motivate, and manage a team of customer service representatives or sales agents in a BPO environment.

Monitor team performance and provide coaching and feedback to enhance productivity and efficiency.

Ensure achievement of key performance indicators (KPIs) such as quality, productivity, and customer satisfaction.

Conduct regular team meetings to communicate updates, goals, and company policies.

Handle escalated customer concerns and provide effective resolutions.

Collaborate with other departments to ensure smooth workflow and process improvements.

Maintain accurate records of team performance, attendance, and disciplinary actions.

Assist in the recruitment, onboarding, and training of new team members.

Drive a positive work culture and encourage team collaboration and engagement.

Identify training needs and implement development plans for team members.

Requirements:

Education: Bachelor's degree or equivalent experience preferred.

Experience: Minimum of 2-4 years in a BPO environment, with at least 1-2 years in a leadership role.

Strong understanding of BPO operations, customer service, and performance metrics.

Excellent communication and interpersonal skills.

Ability to handle multiple tasks, work under pressure, and meet deadlines.

Proficiency in using CRM software, reporting tools, and Microsoft Office Suite.

Strong analytical and problem-solving skills.

Flexible to work in rotational shifts, weekends, and holidays as required.

Preferred Qualifications:

Experience in managing teams in voice, chat, or back-office support processes.

Knowledge of industry best practices and continuous improvement methodologies.

Certification in leadership training or BPO operations management is a plus

About 1840 & Company

1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.

Our mission is to empower growth for forward-thinking businesses, seamlessly bridging any skill or resource gaps with our expertly vetted talent pool. We firmly believe in fostering an environment where exceptional individuals can achieve an optimal work-life balance, working remotely from any location, while maximizing their professional growth and earning potential.

We are headquartered in Overland Park, KS, USA with service delivery facilities in the Philippines, India, Ukraine, South Africa and Argentina. We invite you to explore the opportunities we offer and consider joining our exclusive network of global freelance talent. Visit www.1840andco.com to learn more about us. To explore a wealth of career opportunities and find a role that suits your unique skills and aspirations, please visit our dedicated jobs portal at jobs.1840andco.com. #LI-NS1

Team Leader

Responsibilities:

Requirements:

Preferred Qualifications:

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