Team Lead – International US Campaign

We are seeking an experienced Team Lead for our International US Campaign at Abacus. This is an exciting opportunity for individuals with a strong leadership background in the BPO sector, specifically with 1-2 years of experience as a Team Lead.

Key Responsibilities:

• Lead and manage a team of agents to ensure performance targets are met or exceeded.
• Monitor and assess team performance, provide coaching, and ensure adherence to quality standards.
• Develop action plans to improve productivity and resolve operational issues.
• Coordinate with other departments to ensure smooth operations and efficient handling of client queries.
• Foster a positive work environment that promotes teamwork and employee development.
• Manage shifts and ensure adequate team coverage during operational hours.

Requirements:

• 1-2 years of experience as a Team Lead in the BPO sector.
• Proven leadership and people management skills.
• Strong understanding of call center metrics and the ability to analyse and optimise team performance.
• Excellent communication and interpersonal skills.
• Ability to work independently and make quick, effective decisions under pressure.
• Availability for permanent night shifts.