Team Leader

Overview

Looking for full-time work (8 hours/day)

at $5.81/hour ($1,120.00/month)

Associates degree

Last Active

June 29th, 2026 (9 days ago)

Member Since

February 17th, 2021

Profile Description

Team Lead / Operations Team Lead

• Managed and led teams of 12–25 agents across customer service, technical support, medical, retail, and sales operations in a high-volume BPO environment
• Consistently drove performance against key KPIs including CSAT, AHT, QA scores, FCR, SLA compliance, attendance, and productivity targets
• Delivered structured one-on-one coaching, performance reviews, and continuous feedback sessions to improve agent performance and engagement
• Handled real-time escalations and complex customer issues, ensuring service recovery and customer satisfaction
• Developed and executed Performance Improvement Plans (PIP) that resulted in measurable improvement in agent performance
• Produced and analyzed daily, weekly, and monthly performance reports for leadership and client stakeholders
• Identified performance trends and implemented process improvements to increase efficiency and reduce errors
• Collaborated with QA, Training, Workforce Management, and Operations teams to align processes and improve service delivery
• Supported new hire onboarding and training reinforcement, improving ramp-up time and readiness
• Maintained strong team discipline, engagement, and morale through consistent leadership and communication
• Ensured full compliance with company policies, quality standards, and client requirements
Recognized for maintaining consistent team performance and delivering operational targets