Seeking an experienced Support Team Leader, OM and AGM for an international BPO opportunity. Mandatory willingness to relocate. Must have BPO support leadership experience, sales-facing background, and intermediate‑advanced English.
We are looking for a proactive Team Leader to lead an operations support team in a BPO environment. This is an international assignment that requires relocation outside your current country. The role focuses on team leadership, operational performance, cross-functional coordination with sales/commercial teams, and continuous process improvement.
Key responsibilities:
- Lead, coach and supervise a team of support agents; manage daily operations and staffing.
- Monitor and drive KPIs and SLAs (AHT, FCR, CSAT or company-specific metrics).
- Coordinate closely with Sales/Commercial teams to support client escalations and ensure service alignment.
- Analyze performance data, prepare reports, and present results to management.
- Implement process improvements, training plans, and quality assurance activities.
- Ensure compliance with policies and maintain high customer service standards.
Minimum requirements:
- Proven experience as Team Leader / Operations Manager / AGM in a BPO support function.
- Demonstrable background working with or supporting sales/commercial teams.
- English: Intermedia to advanced B2 level.
- Willingness and legal ability to relocate internationally — mandatory.
- Strong leadership, coaching, and people-management skills.
- Experience with CRM/ERP tools, workforce management and reporting tools.
- Analytical mindset and ability to drive continuous improvement.
Preferred:
- Experience with KPI management (AHT, FCR, CSAT) and workforce planning.
- Experience in multicultural environments and flexible schedules (shifts).
- Relevant certifications or formal training in management, customer service, or process improvement.
