We are looking for an experienced Group Leader to oversee our customer service operations. The ideal candidate has strong leadership capabilities, excellent client management skills, and a proven ability to drive performance across multi-channel support teams.

Key Responsibilities:

• Ensure SLA and KPI targets are consistently achieved
• Manage daily operations for voice, non-voice, and technical support teams
• Analyze team performance and implement effective action plans
• Handle escalations and provide timely updates to stakeholders
• Coordinate staffing, schedules, and performance tracking
• Report performance metrics to the Operations Manager and clients
• Serve as acting Operations Manager in their absence

• 5 to 7 years of experience in the BPO or contact center industry
• At least 2 years in a supervisory or team lead role
• Strong client relationship management background
• Experience in handling voice, email, chat, and back-office support
• Proven track record in meeting and exceeding operational goals
• Excellent leadership, organizational, and time management skills

Preferred Qualifications:

• Experience working with international clients
• Background in banking, financial services, or e-commerce support