BPO Team Lead - The Pipeline Group, Inc

ABOUT TPG

The Pipeline Group has been established since 2017 and combines data services, systems expertise, technology, and managed services, to deliver explosive business results for companies looking to build consistent and predictable sales pipeline.

We specialize in taking these new companies and products to market and optimizing GTM and pipeline development processes by removing bottlenecks and constraints in the sales development process to enhance efficiency and drive results.

Our partnerships have been so effective that INC. 5000 listed us as one of 2021’s Top 500 Fastest Growing Privately held companies in the US and we are not stopping there. 

OUR CULTURE

Our People are passionate, ambitious, supportive, and intelligent individuals who believe in cultivating success for our clients and within TPG. We are a sales performance driven organization and your wins are our wins. Your career goals are our goals and we stand by our commitment to launch you on the path to success! We foster an environment for consistent improvement, collaboration, ownership, and growth.

ABOUT OUR ROLE

We're seeking an experienced and dynamic Team Lead to oversee our remote call center agents. This role is crucial in managing day-to-day operations, ensuring team performance aligns with TPG’s standards, and fostering a supportive, positive environment that enables our remote agents to excel. The ideal candidate will be dedicated to driving team success and upholding the high-quality service our clients expect from TPG.

Main focuses and responsibilities;

• Supervise and manage a team of call center agents, providing guidance and support to achieve performance targets.

• Monitor and evaluate agent performance through regular assessments and provide constructive feedback.

• Conduct team meetings to communicate updates, address concerns, and motivate team members.

• Collaborate with Training and Quality Assurance Specialists to identify training needs and implement improvement plans.

• Handle escalated customer issues and ensure prompt and effective resolution.

• Analyze performance metrics and prepare reports for management review.

• Ensure adherence to company policies, procedures, and quality standards.

WHAT YOU’LL NEED TO SUCCEED

• Excellent verbal and written communication skills in English (Advanced/C1 level).

• Proven experience in a supervisory role within a call center or BPO environment.

• Strong leadership and team management skills with the ability to motivate and develop team members.

• Proficiency in using call center software and performance monitoring tools.

• Ability to work independently in a remote setting with minimal supervision.

• Technical requirements: Own Laptop or desktop (Core i5 or higher, 8GB RAM), stable internet connection (minimum 10 Mbps download/upload speed).

WHAT TPG PROVIDES FOR OUR TEAM MEMBERS

• Fully permanent remote position with flexible working hours-no more commuting, work from the comfort of home or a coffee house, whichever you prefer! 

• Competitive salary with substantial performance-based bonuses.

• Opportunities for professional growth and development within a global team.

• Full-time employment

• Unlimited PTO Program- take time off when you need it. No more worrying about “use it or lose it” policies. Take control of your work/life balance. 

• Stable and fast growing US SaaS company.

Come join our innovative and dynamic team!

We welcome all backgrounds because we provide a culture and environment that enables individuals with the right mindset, characteristics, and qualifications to exceed their financial objectives while adding massive value to our clients.

Please note we are not able to offer sponsorship of visas at this time. 

An offer of employment for this role will be contingent upon the successful completion of a background check.

Stable internet connection and Mbps to work from home will be required.