Team Leader

About the Role

We are looking for a highly motivated and experienced Team Leader to join in our company. The ideal candidate will have a strong background in leading high-performing teams in a BPO/IT-enabled environment, with at least 3+ years of leadership experience. You will be responsible for managing day-to-day team operations, driving performance, and ensuring exceptional service delivery to meet client expectations.

Key Responsibilities

• Lead, manage, and motivate a team of agents handling US Antivirus customer/technical support.
• Ensure that daily, weekly, and monthly performance metrics are met (AHT, quality, attendance, CSAT, etc.).
• Monitor team performance, conduct regular coaching and feedback sessions, and create performance improvement plans when necessary.
• Act as a point of escalation for complex customer issues, ensuring swift and effective resolution.
• Maintain open communication with clients and internal stakeholders to align on business objectives.
• Prepare and analyze reports on team performance and recommend process improvements.
• Drive engagement, team morale, and a positive work environment.
• Ensure compliance with company policies, data privacy, and client-specific requirements.

Qualifications

• Minimum of 3 years experience as a Team Leader in a BPO, IT Helpdesk, or Antivirus/Technical Support environment.
• Strong understanding of Antivirus products, technical troubleshooting, or customer service operations.
• Excellent communication, leadership, and interpersonal skills.
• Proven ability to coach, mentor, and develop team members to achieve performance goals.
• Strong analytical and problem-solving skills, with experience using performance reports to drive improvements.
• Flexible, adaptable, and able to work in a fast-paced environment.
• Willing to work US shifts, weekends, or holidays as required by the account.

What We Offer

• Competitive compensation package.
• Career growth and advancement opportunities.
• Health and wellness benefits.
• A collaborative and supportive work environment.