Job Description:

- Manage a team of 3 to 5 team sub-leads to manage 50 agents (include in-house and BPO) to achieve targets and improve project’s performance
- Build Standard Operating Procedures, set clear team's goals and KPIs
- Assist manager with hiring processes and new team member trainings
- Plan, prepare, and devise work schedules according to the workload
- Monitor and improve the performance of the team in terms of productivity, ensure team KPIs as required
- Conduct team meetings to update members on best practices and continuing expectations
- Generate and share comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
- Provide coaching and guidance for associates
- Perform other duties as assigned by the Manager
- Work with BPO to ensure performance


- Require experience in a team lead role
- Have a certain understanding of social networks is an advantage
- Be fluent in English
- Be proficient with spreadsheets (Excel, Google Sheets) and presentations (PowerPoint, Google Slides)
- Excellent communication, presentations, quantitative skills
- Have university bachelor’s degree (or equivalent work experience)
- Have good leadership skills, team player, and positive attitude
- Have the ability to analyze data, report
- Have time management skills and high adaptability
- Be able to work independently and proactively take on new responsibilities where most needed
- Preference will be given to those who have experience working with BPO

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