BPO Team Leader Job Description Template

BPO Team Leader About the Role We are seeking a BPO Team Leader to manage a team of customer service agents and ensure service level agreements (SLAs) are met. You will coach team members, monitor performance metrics, and drive continuous improvement in customer satisfaction. Key Responsibilities: • Lead and manage a team of 15-25 customer service agents • Monitor and achieve SLAs, AHT, CSAT, and other key performance metrics • Coach, mentor, and conduct performance reviews for team members • Handle escalated customer queries and ensure timely resolution