Hiring For Team Lead || Bridgestone GCC- Bangalore

Roles and Responsibilities – Team leader
Team 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 environment.
Key Responsibilities:
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 qualified, 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, pinpo

📌 Team Lead (Bengaluru)
🏢 Bridgestone Americas
📍 Bengaluru