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.

2. 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.

3. 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 o

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