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VLBPO is a next-generation outsourcing partner redefining what world-class Customer Experience should look like.
Team Manager
Location
United States
Posted
86 days ago
Salary
0
Seniority
Mid Level
Job Description
Team Manager
vlbpo
• Manage a team of agents, ensuring adherence to KPIs such as productivity, quality, attendance, and client-specific metrics • Conduct regular coaching sessions, performance reviews, and provide ongoing feedback • Monitor calls, tickets, or outputs to ensure compliance with quality standards • Track, analyze, and report on team performance using dashboards and operational reports • Handle escalated issues from clients or internal teams • Monitor attendance, adherence, and schedule compliance
Job Requirements
- Minimum 2–4 years of experience in a BPO, customer service, or operations environment
- Proven experience managing team performance and meeting KPIs
- Strong leadership and coaching skills
- Excellent verbal and written communication skills
- Strong analytical skills with the ability to interpret performance data
- Proficiency in Microsoft Excel and reporting tools
- Ability to manage multiple priorities in a fast-paced environment
Benefits
- Fully remote environment
- Reliable high-speed internet connection
- Laptop or desktop with functioning camera
- Wired noise-canceling headset
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