English Team Leader (BPO Industry)

1. Manage large amounts of inbound and outbound calls in a timely

manner.

2. Investigate and resolve customer complaints and queries

3. Continuously monitor the performance of the team, and craft tailored

development plans for each member.

4. Conduct coaching sessions and 1:1s in an organized manner.

5. Support team members by answering questions and providing

knowledge or solutions.

6. Follow communication “scripts” when handling different topics.

7. Identify customers’ needs, clarify information, research every issue,

and provide solutions and/or alternatives.

8. Seize opportunities to upsell products when they arise.

9. Build sustainable relationships and engage customers by taking the

extra mile.

10. Keep records of all conversations in our call center database in a

comprehensible way.