How to match your resume to a BPO Team Lead job description

We are looking for a BPO Team Lead to supervise a team of agents against daily SLA targets. You will coach for quality and productivity improvement, and handle escalations and client updates. Required: hands-on experience with Team supervision, Performance management, Shift planning, SLA tracking, and working knowledge of Excel, CRM tools, Workforce management tools. Preferred: Graduate degree or Six Sigma Yellow Belt. Success in this role is measured by team SLA achievement, attrition rate, productivity per agent.

Required skills to mirror

• Team supervision
• Performance management
• Shift planning
• SLA tracking
• Coaching
• Attrition control
• Client reporting
• Escalation handling

Seniority ladder

• Senior Agent
• Team Lead
• Assistant Manager
• Operations Manager

Title variants

• Team Leader Operations
• Process Lead

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