Job Title Team Leader - BPO Operations Company Dial desk Location Noida Sector-62 Department Operations Reports To Process Manager Operations Manager Role Overview The Team Leader will be responsible for managing a team of customer support executives to ensure performance targets are met and service levels are maintained This role involves monitoring team metrics motivating agents conducting training sessions and driving continuous improvement in process quality and efficiency Key Responsibilities Lead motivate and manage a team of customer service executives voice non-voice inbound outbound Ensure daily KPIs such as AHT SLA CSAT and FCR are consistently achieved Conduct daily briefings and regular performance reviews with team members Monitor calls chats emails to ensure quality and adherence to process guidelines Provide real-time floor support and resolve escalated customer issues Coordinate with QA Training and HR to improve team performance and retention Prepare and share daily weekly monthly reports with management Identify skill gaps and plan refresher or upskilling sessions Drive engagement and maintain a positive work environment within the team Key Skills Competencies Strong leadership and people management skills Excellent communication verbal and written and interpersonal abilities Good analytical and problem-solving skills Sound understanding of BPO metrics and performance management Proficiency in MS Excel and report generation Ability to handle pressure and meet deadlines Qualifications Experience Graduate in any discipline 1-3 years of experience in BPO operations with at least 1 year in a Team Leader role Experience in Inbound Outbound Job Type Full time Pay 20 000 00 - 30 000 00 per month Work Location In person

📌 Customer Service Team Leader (Uttar Pradesh)
🏢 DialDesk
📍 Uttar Pradesh