About the Company
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.