Locations: Gurugram (Gurgaon) | Indore | Navi Mumbai

Experience: 1+ Year as Team Leader (On Paper)

Key Responsibilities

- Manage a team of 1525 Customer Support Associates.
- Drive team performance on CSAT, Quality, Productivity, AHT, Adherence & SLA.
- Conduct regular coaching sessions, feedback, and performance reviews.
- Handle customer and process escalations effectively.
- Coordinate with Training, Quality, and WFM teams.
- Ensure high team engagement, productivity, and retention.
- Prepare daily/weekly performance reports and action plans.

Eligibility Criteria

- Minimum 1 year of experience as a Team Leader in an International BPO (designation should be on paper).
- Experience handling Voice or Blended processes.
- Strong communication, leadership, and people management skills.
- Positive understanding of BPO metrics (CSAT, AHT, Quality, Productivity, Adherence).
- Comfortable working in 24x7 rotational shifts.
- Work from Office.
- Immediate joiners preferred.

📌 Team Lead (Madhya Pradesh)
🏢 BSLN CONSULTANCY
📍 Madhya Pradesh