Job Description – Team Leader (TL)
Company: Teleperformance Process: International Customer Service (Chat/Blended) Location: Hyderabad Shift: 24/7 rotational, 5 days working Salary: ₹5.5 LPA – ₹6.5 LPA
Key Responsibilities:
Manage a team of customer service associates handling international customers.
Monitor daily performance metrics (AHT, CSAT, FCR, productivity).
Conduct team huddles, one-on-one coaching, and performance reviews.
Handle escalations and ensure timely resolution of customer issues.
Motivate and engage the team to meet KPIs and SLAs.
Coordinate with QA and Training teams to maintain service excellence.
Requirements:
3+ years of BPO experience with at least 1 year as Team Leader.
Robust knowledge of customer service metrics and reporting.
Excellent leadership, communication, and conflict management skills.
Flexibility to work in rotational shifts.
📌 Operations Team Lead (Hyderabad)
🏢 TP
📍 Hyderabad
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