Group Leader (BPO/CSR)

Job Title

Group Leader – Customer Service

Overview

We are hiring a Group Leader to oversee our Customer Service operations. The role requires strong leadership, client management experience, and the ability to drive team performance across multiple service channels.

Responsibilities

• Ensure client SLA and KPI targets are consistently met
• Manage day-to-day operations for voice, non-voice, and technical support teams
• Analyze performance data and implement action plans
• Handle escalations and provide timely updates to stakeholders
• Coordinate staffing and report performance to Operations Manager and clients
• Act as Operations Manager in their absence

Qualifications

• 5 to 7 years of experience in the BPO/contact center industry
• At least 2 years in a supervisory or team lead position
• Strong background in client relationship manage...