Roles and Responsibilities Team leaderTeam Lead is responsible for supervising, developing, and supporting a team of Customer Service Representatives, ensuring operational excellence and consistent delivery of high-quality customer experience in a fast-paced international BPO workplace.Key Responsibilities:

1. Team Leadership & Performance Management
- Lead and manage a team of Customer Service Representatives, ensuring all performance metrics (FRT, AHT, CSAT/NPS, Quality, Shrinkage, Schedule Adherence, Attrition) targets are consistently met.
- Conduct daily/weekly huddles, one-on-one coaching, and structured performance reviews to guide development and improve results.
- Take an active role in mentoring agents, supporting skill building and providing guidance for career advancement.
- Empower team members to work independently, take ownership of their tasks, and adopt a customer-first approach.

- Operational Oversight & Customer Support

- Monitor real-time queue across all channels (Phone/Webforms), making timely decisions on staffing and escalations to maintain service levels.
- Manage and resolve complex queries with accuracy, empathy, and thorough follow-up.
- Act as a dependable point of contact for customers and internal teams when managers are unavailable, ensuring uninterrupted operations.
- Coach and train agents to maintain professional, empathetic communication and deliver high-quality customer experiences.

- Quality Assurance & Operational Coaching

- Conduct regular monitoring of (Phone/Webforms) events, Complete daily audits, and participate in calibration sessions with the Quality team to ensure consistency and fairness in scoring.
- Provide timely floor-support and structured one-on-one coaching based on quality insights; track coaching adherence and drive targeted action plans to enhance AHT, NPS, Quality Scores, and First-Call Resolution.




- Compile and deliver weekly/monthly performance that showcase achievements, pinpoint recurring errors or knowledge gaps, and propose specific corrective actions such as targeted retraining, skill refreshers, or process updates to ensure sustained performance improvement.

- Reporting, Documentation & CRM Accuracy

- Prepare and present accurate daily, weekly, and monthly performance reports, including trend analysis, KPI achievements, root-cause insights, and actionable improvement plans to Operations Management and senior stakeholders.
- Ensure 100% accuracy in documentation of regular agent audits, call dispositions, and customer interaction records while enforcing strict adherence to client-specific standards.
- Continuously monitor real-time and historical operational metrics (AHT, ACW, Average handle time, call volume trends, occupancy, shrinkage, and schedule adherence) to proactively identify performance gaps and recommend immediate or long-term corrective measures.
- Manage BQs by identifying behavioural concerns, documenting patterns, and initiating PIPs where required, ensuring timely follow-ups and adherence to improvement timelines.

- Workforce & Administrative Coordination

- Manage attendance, leaves, shift schedules, and overtime requirements in collaboration with Workforce Management.
- Assist managers with administrative responsibilities such as performance monitoring, documentation, and escalation handling.
- Ensure compliance with company policies, client SOPs, data security regulations, and service level agreements.

- Stakeholder Engagement & Continuous Improvement

- Participate in client calls, governance reviews, and cross-functional discussions as required.
- Identify process gaps, propose enhancements, and collaborate with Training, WFM, and Quality teams for implementation.
- Support department goals by ensuring service delivery meets or exceeds stakeholder expectations.

📌 Team Lead - Customer Experience (Bengaluru)
🏢 Bridgestone - Global Capability Center
📍 Bengaluru