Role & Responsibilities

- Manage and lead a team of 1525 associates to achieve daily, weekly, and monthly business targets.

- Monitor team performance across key metrics such as Productivity, Sales/Conversion, Quality, AHT, Attendance, Adherence, Attrition and Shrinkage.

- Conduct daily team huddles and communicate business updates, targets, process changes, and performance expectations.

- Track individual performance and identify gaps through regular performance reviews and coaching sessions.

- Provide one-on-one feedback and coaching to improve employee productivity and overall performance.

- Ensure adherence to process guidelines, SOPs, compliance requirements, and quality standards.

- Coordinate with QA, Training, HR and Operations teams to resolve employee and process-related concerns.

- Prepare and share daily/weekly/monthly performance reports and MIS with the reporting manager.

- Handle escalations from customers and team members and ensure timely resolution.

- Manage attendance, leaves, login hours, break adherence, and workforce discipline.

- Identify low performers and implement appropriate action plans/PIP in coordination with management.

- Motivate the team through recognition, engagement activities, and performance-driven initiatives.





- Ensure the team maintains professional conduct and follows organizational policies.

- Drive continuous improvement initiatives to enhance productivity, quality, customer experience and revenue.

Preferred Candidate Profile

- Graduate in any discipline from a recognized university.

- 2–4 years of relevant BPO/Contact Center experience, preferably in Outbound Sales, Telecalling, Customer Service, or related processes.

- Minimum 1 year of Team Handling/Team Leader experience preferred.

- Robust knowledge of BPO operations, team management and performance metrics.

- Experience in handling sales targets and conversion-driven processes will be an added advantage.

- Excellent English communication with good Hindi communication skills.

- Strong leadership, interpersonal, analytical, and problem-solving skills.

- Should be comfortable working with Excel, MIS reports and performance dashboards.

- Ability to work under pressure and manage targets within defined timelines.

- Strong decision-making and conflict-resolution abilities.

- Should have a stable employment history and good attendance record.

- Candidates with no active disciplinary issues will be preferred.

- Should demonstrate a target-oriented, positive and result-driven approach.

📌 Team Lead (Pune)
🏢 Imarque Solutions
📍 Pune