Unit Manager (Team Leader)

Who We Are

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

Key Responsibilities

• Supervise and support a team of BPO agents to meet performance goals.
• Monitor KPIs including call metrics review and supervisor quality audits.
• Provide coaching, feedback, and training to enhance team effectiveness.
• Handle customer escalations and resolve complex issues promptly.
• Schedule shifts and manage attendance to ensure adequate coverage.
• Collaborate with management to develop and implement process improvements.
• Maintain up-to-date knowledge of company products, services, and policies.
• Prepare performance reports and present insights to leadership.
• Ensure compliance with company and client regulatory standards, security and business requirements.
  
  

Qualifications

• Proven and related experience as a BPO supervisor or similar role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in call center software and reporting tools.
• Ability to multitask and remain calm under pressure.
• High school diploma or equivalent; additional education or certifications are a plus.
  
  

Preferred Skills

• Experience and knowledge of CSAT and NPS.
• Proficiency with CRM systems and workforce management tools.
  
  

Advance skills on MS and Power BI tools is a plus.