We are hiring a Team Leader to manage a team of customer care executives, drive performance, and ensure high service quality and customer satisfaction.
Key Responsibilities
- Lead and manage a team of 20 agents
- Monitor KPIs: AHT, CSAT, FCR, Quality, Productivity
- Handle customer escalations and ensure resolution
- Conduct team huddles, coaching, and performance reviews
- Ensure SLA adherence and process compliance
- Prepare performance reports and drive team targets
Requirements
- Graduate with 3–4 years in BPO/customer service
- Minimum 2 year in Team Leader/SME role
- Robust communication and people management skills
- Experience with CRM tools and call monitoring
KPIs
- CSAT & Quality Scores
- Productivity & SLA adherence
- Attrition and team performance