The Team Leads is role is to ensure the delivery of exceptional customer service through the day-to-day management of Customer Care Executives; in line with the client’s SLA. This would involve managing, motivating, rewarding, recognizing, coaching, developing and resolving day-to-day operational issues. In addition, the Team Lead will be responsible for closely working with the management across various support functions in fostering an environment of continuous improvement to ensure the efficient and effective management of the call center through planning, organizing and analyzing the utilization of resources Key Skills Needed Bachelor degree in related fields of study Minimum of 2 - 3 years’ experience in BPO sector managing offshore clients Demonstrated coaching and counseling skills to develop staff and ensure achievement of high-performance targets Excellent interpersonal skills to successfully manage employee and client relationships Good analytical skills to be able to interpret data Good time management and multi-tasking skills Excellent computer skills to facilitate preparation of reports and data analysis Ability to identify trends and take appropriate corrective action Demonstrated knowledge of call center operations Up to date knowledge on client’s products and services