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The Corporate Pipeline Group Ltd. - San Jose, CA
posted about 2 months ago
About the position
The BPO Team Lead at The Pipeline Group, Inc. is responsible for overseeing remote call center agents, ensuring that team performance meets company standards while fostering a positive and supportive work environment. This role is crucial for managing daily operations, driving team success, and maintaining high-quality service for clients. The ideal candidate will have a strong background in team management and a commitment to achieving performance targets.
Responsibilities
- Supervise and manage a team of call center agents, providing guidance and support to achieve performance targets.
- Monitor and evaluate agent performance through regular assessments and provide constructive feedback.
- Conduct team meetings to communicate updates, address concerns, and motivate team members.
- Collaborate with Training and Quality Assurance Specialists to identify training needs and implement improvement plans.
- Handle escalated customer issues and ensure prompt and effective resolution.
- Analyze performance metrics and prepare reports for management review.
- Ensure adherence to company policies, procedures, and quality standards.
Requirements
- Excellent verbal and written communication skills in English (Advanced/C1 level).
- Proven experience in a supervisory role within a call center or BPO environment.
- Strong leadership and team management skills with the ability to motivate and develop team members.
- Proficiency in using call center software and performance monitoring tools.
- Ability to work independently in a remote setting with minimal supervision.
- Technical requirements: Own Laptop or desktop (Core i5 or higher, 8GB RAM), stable internet connection (minimum 10 Mbps download/upload speed).
Benefits
- Fully permanent remote position with flexible working hours.
- Competitive salary with substantial performance-based bonuses.
- Opportunities for professional growth and development within a global team.
- Unlimited PTO Program- take time off when you need it.
