We are seeking a high-energy, data-driven Team Leader to spearhead our Customer Experience frontline. In this role, you won't just manage a team; you will inspire agents to exceed KPIs and deliver world-class service in a fast-paced BPO environment.
About the Role
We are seeking an experienced and drive-oriented Team Leader to guide, develop, and manage a high-performing team of Customer Service Specialists. In this position, you will foster a supportive environment focused on skill development, quality performance, and operational efficiency while driving excellence for an innovative FinTech platform.
Responsibilities
- Lead, coach, and support a team of Customer Service Representatives to meet and exceed quality, productivity, and knowledge-based KPIs.
- Support the Business Manager in operational tracking, performance reviews, and daily alignment with account goals.
- Maintain high team morale while cultivating a culture of continuous learning and individual competence growth.
- Ensure operational behaviors and results align with compliance standards (including PCI guidelines) and internal policies.
- Monitor daily workflows to maximize queue efficiency and uphold client satisfaction for small business owners.
Qualifications
- Proven experience as a Team Leader or Supervisor in Customer Service/Operations (BPO or FinTech sector preferred).
- Working knowledge of compliance and data security standards (e.g., PCI-DSS).
- Strong leadership, coaching, and analytical problem-solving skills.
- Advanced/Fluent English proficiency (written and spoken).
- Availability to work on-site (Brick & Mortar) on a 42-hour weekly schedule.