The Team Lead (TL) is responsible for supervising, motivating, and guiding a team of customer service associates/agents to achieve operational excellence. The TL ensures adherence to performance metrics such as quality, productivity, customer satisfaction, and attendance, while maintaining a positive team setting.

Key Responsibilities:

- Team Management
- Lead, coach, and mentor a team of [10–20] associates to meet or exceed performance goals.
- Conduct daily team huddles, one-on-ones, and performance reviews.
- Monitor team performance and provide feedback for improvement.
- Manage shift schedules, attendance, and adherence.
- Performance & Quality
- Ensure achievement of key KPIs (AHT, CSAT, FCR, SLA, Quality Scores, etc.).
- Conduct quality audits and collaborate with QA to improve agent performance.
- Identify training needs and coordinate with the training team for refresher sessions.
- Track, analyze, and report daily/weekly/monthly performance metrics.
- Process & Compliance
- Ensure process compliance and adherence to standard operating procedures (SOPs).
- Handle escalations and provide real-time resolutions to customer issues.
- Support process improvements and contribute ideas for operational efficiency.
- Maintain confidentiality of customer and company information.
- Stakeholder Management




- Act as the first point of contact between the team and management.
- Collaborate with support departments (HR, Training, WFM, QA, IT).
- Participate in client calls/reviews and present performance reports.

Qualifications & Skills:

- Education: Graduate (any discipline).
- Experience:
- 2–4 years of experience in the BPO industry (voice/non-voice).
- Minimum 1 year as a Team Lead / SME / Acting TL preferred.
- Skills:
- Strong leadership and people management skills.
- Excellent communication and interpersonal abilities.
- Analytical and data-driven decision-making.
- Proficiency in MS Excel and reporting tools.
- Ability to manage multiple priorities under pressure.
- Knowledge of CRM, dialer tools, and ticketing systems (as applicable).

Key Performance Indicators (KPIs):

- Team Quality Score
- Attendance & Adherence
- CSAT / NPS
- Attrition & Engagement
- Productivity / SLA compliance
- Process improvement initiatives

Behavioral Competencies:

- Empathy and accountability
- Problem-solving and conflict management
- Coaching and mentoring ability
- Positive attitude and team motivation

Contact Person: Ramesh ((phone hidden))

Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: In person

📌 Team Leader - Operations (Nagar)
🏢 Cogent e services
📍 Nagar