Key Responsibilities

- Lead, mentor, and motivate a team of Customer Support Associates to achieve performance targets.
- Monitor daily team performance against KPIs such as CSAT, Quality, Productivity, AHT, FCR, Adherence, and Attendance.
- Conduct regular coaching sessions, feedback meetings, and performance reviews.
- Manage team schedules, attendance, and leave planning to ensure optimum staffing.
- Handle customer escalations and provide timely resolutions.
- Prepare daily, weekly, and monthly MIS reports and operational dashboards.
- Coordinate with Quality, Training, Workforce Management, and Client stakeholders.
- Ensure compliance with client processes, SOPs, and organizational policies.
- Drive employee engagement, team development, and retention initiatives.
- Support process transitions, audits, and continuous improvement projects.

Qualifications & Experience

- Bachelor's Degree in any discipline.
- 5-6 years of experience in an International BPO.
- Minimum 13 years of experience as a Team Leader.




- Fluency in Malayalam and English is mandatory (Hindi is an added advantage).
- Experience in Voice, Chat, and Email support processes is preferred.

Required Skills

- Excellent verbal and written communication in Malayalam and English.
- Strong leadership, people management, and conflict resolution skills.
- Experience in handling international customers and client-facing operations.
- Good analytical and decision-making abilities.
- Proficiency in MS Excel, PowerPoint, and CRM/Ticketing tools.
- Ability to work in a 247 rotational shift workplace.

Key Performance Indicators (KPIs)

- Team Productivity & SLA Compliance
- Customer Satisfaction (CSAT)
- Quality Score
- First Call Resolution (FCR)
- Average Handling Time (AHT)
- Employee Engagement & Attrition
- Attendance & Schedule Adherence
- Client Satisfaction
- Revenue & Operational Performance

📌 Team Lead (Haryana)
🏢 Radical Minds
📍 Haryana