Lead Agent

TalentPop: Dedicated Lead Agent (Remote)At TalentPop, we partner with the world’s fastest-growing E-commerce brands, turning customer service into a competitive advantage. We’re seeking an exceptional Dedicated Lead Agent to act as the operational leader for one of our key client teams, driving efficiency, quality, and agent success.If you are a veteran of BPO, thrive on problem-solving, and are ready to lead a team to consistently deliver world-class support, we want to hear from you.What the Role Entails: Leadership and ImpactAs the Lead Agent, you are the backbone of the support team, ensuring smooth daily operations and high-quality customer outcomes.Workflow Management: Maintain perfectly organized queues and monitor real-time capacity to ensure balanced workloads across all agents.Expert Escalation: Own complex customer issues, step in on priority tickets, and resolve tricky situations quickly and professionally.Coaching & Development: Mentor agents through difficult cases, provide targeted feedback, and share best practices to boost team performance.Operational Excellence: Identify bottlenecks, spot training gaps, and proactively suggest improvements to processes and SOPs.Client Collaboration: Work closely with the Team Leader and Customer Success Manager to align support operations with the client's business goals.Knowledge Maintenance: Keep all macros, SOPs, and team resources updated and compliant.Must-Haves: Your QualificationsWe are looking for proven experience in a fast-paced BPO environment:BPO Experience: 3–5 years of professional experience in BPO customer service (supporting external clients).Leadership Experience: 1–2 years in a senior customer service role, team lead, or as a virtual assistant (VA experience is highly valued).Agile Problem-Solver: Demonstrated ability to manage people and solve operational challenges on the fly.Detail-Oriented: Exceptional organizational skills, proactive approach, and a true commitment to detail.Technical Fluency: Proficient with major support platforms (Zendesk, Gorgias, Kustomer, etc.).Bonus Power-Up: Experience or interest in the E-commerce industry is a plus.Technical Requirements for Remote SuccessThis is a remote position requiring a stable, dedicated home office setup:Internet: A minimum of 20 Mbps+ wired primary connection, plus a stable 5 Mbps backup internet plan.Hardware: Core i5 / Ryzen 5 equivalent or higher processor, with a minimum of 8GB RAM.Power Reliability: A reliable power supply and a clear backup plan (e.g., generator, portable power station, or alternative working location) are mandatory.Perks & Benefits: Invested in Your SuccessWe believe in supporting our team members both professionally and personally. At TalentPop, you'll enjoy:Annual performance-based increasesPaid time offHealth and dental insurance or a monthly health stipendHoliday bonusesPermanent work-from-home setupOpportunities for career advancement as we continue to growIf you lead by example and are driven to help teams and E-commerce brands succeed, **apply today!**