Job Description:

- Manage a team of 3-5 team leads to manage ~50 agents to achieve target, improve project’s performance
- Build Standard Operating Procedures, set clear team goals and KPIs
- Assist manager with hiring processes and new team member training
- Plan, prepare, and devise work schedules according to workloads
- 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


Requirements:

- Required experience in a team-lead role
- Fluent in English
- University bachelor’s degree (or equivalent work experience)
- Proficient with spreadsheets (Excel, Google Sheets) and presentations (PowerPoint, Google Slides)
- Excellent communication & presentations skills- University bachelor’s degree (or equivalent work experience)
- Strong logical thinking, analytical and problem-solving skills
- Good leadership skills, team player, and positive attitude
- Strong comprehension, willingness to learn, adaptability and is flexible to the pace of the industry
- 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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