We are looking for an experienced Group Leader to oversee our customer service operations. The ideal candidate has strong leadership capabilities, excellent client management skills, and a proven ability to drive performance across multi-channel support teams. Key Responsibilities Ensure SLA and KPI targets are consistently achieved Manage daily operations for voice, non-voice, and technical support teams Analyze team performance and implement effective action plans Handle escalations and provide timely updates to stakeholders Coordinate staffing, schedules, and performance tracking Report performance metrics to the Operations Manager and clients Serve as acting Operations Manager in their absence 5 to 7 years of experience in the BPO or contact center industry At least 2 years in a supervisory or team lead role Strong client relationship management background Experience in handling voice, email, chat, and back-office support Proven track record in meeting and exceeding operational goals Excellent leadership, organizational, and time management skills Preferred Qualifications Experience working with international clients Background in banking, financial services, or e-commerce support