Team Lead, BPO Operations

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Lead and coach a team of UK BPO process executives. You will own shift-level performance — monitoring calls, running briefings, handling escalations, and reporting metrics to operations leadership. This role is for experienced BPO professionals who can keep a team motivated, maintain quality under pressure, and communicate clearly with both agents and client stakeholders. Requirements: Minimum 2 years of BPO experience with at least 1 year in a team lead role Strong spoken English; experience with UK processes preferred Proven ability to manage teams of 8–15 agents Comfort with Excel/Google Sheets for reporting and trackers Calm under pressure; able to give constructive feedback