We are looking for a Team Leader to manage daily operations, drive team performance, and ensure delivery of high-quality customer support. The ideal candidate will handle attrition, shrinkage, and key service metrics while guiding and motivating the team to meet client expectations.
Key Responsibilities
- Lead and manage a team to achieve process KPIs and service quality.
- Monitor and control attrition, absenteeism, shrinkage, and SLA/CSAT targets.
- Take ownership of quality performance and operational delivery.
- Enhance customer experience through effective team management and feedback.
- Ensure adherence to client expectations and process metrics.
- Support and develop team members to improve capability and performance.
- Work in a 24/7 setting as per business requirements.
Eligibility Criteria:
- Minimum Qualification: Graduate in any stream.
- Minimum 1+ year of experience as a Team Leader in a domestic BPO.
- Strong understanding of attrition, shrinkage, SLA, and CSAT management.
- Excellent communication and people-handling skills.
- Ability to take ownership and drive team productivity and quality..
Work Details
- Shift: Rotational
Week Off: Sunday fixed off / rotational (depending on process)
Indore
📌 Team Leader (Indore)
🏢 1Point1 Solutions
📍 Indore
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