Manage and supervise a team of BPO executives
Ensure daily KPIs, quality, and productivity targets
Handle escalations and improve team performance
Monitor calls and provide feedback
Maintain reports, attendance, and shift adherence using Excel
Prior experience as a Team Leader in a BPO
Good working knowledge of MS Excel (reports, trackers)
Strong communication and people management skills
Familiarity with BPO metrics and quality standards
Comfortable with rotational shifts