Job Description
BPO Team Leader (Voice & Chat) | Utilities / Telecom / BFSI | Up to ₱65K | BGC
Company: Tata Consultancy Services
Location: Taguig City – BGC
Work Setup: Full On-site
Shift: Day Shift / Night Shift (24/7 Operations)
Headcount: 10
Interview Process: Virtual
Job Summary
We are looking for an experienced Contact Center Team Leader to lead and manage a team of customer service associates handling voice and chat support. The ideal candidate will be responsible for driving team performance, ensuring excellent customer experience, and achieving key contact center KPIs.
Key Responsibilities
- Lead, supervise, and motivate a team of customer service associates handling voice and chat interactions.
- Monitor team performance and ensure achievement of contact center KPIs such as AHT, CSAT, QA, SLA, and productivity.
- Conduct regular coach...
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