Job Summary

We are looking for a result-oriented Team Lead Customer Service to manage a team of customer service representatives in a BPO environment. The ideal candidate will have hands-on experience in driving key operational metrics such as Attrition, Shrinkage, NPS, CSAT, Occupancy, and other performance indicators, while ensuring service delivery meets client and business expectations.

Key Responsibilities
- Manage day-to-day operations of the assigned team, ensuring adherence to SLAs and quality benchmarks.
- Monitor and drive key metrics including Attrition, Shrinkage, Occupancy, NPS, CSAT, AHT, FCR, and Quality Scores.
- Conduct regular one-on-ones, coaching sessions, and performance reviews with team members.
- Analyze performance data and implement action plans to improve productivity and reduce attrition/shrinkage.
- Manage roster planning, leave management, and real-time attendance to optimize occupancy and shrinkage.
- Drive employee engagement initiatives to improve retention and morale.




- Handle escalations and ensure timely resolution of customer issues to improve CSAT/NPS scores.
- Prepare and present daily/weekly/monthly performance reports to senior management.
- Collaborate with Quality, Training, and WFM teams to identify performance gaps and training needs.
- Ensure compliance with company policies, process guidelines, and client requirements.
- Motivate and mentor team members to achieve individual and team targets.

Key Skills & Competencies
- Strong understanding of BPO operational metrics: Attrition, Shrinkage, Occupancy, NPS, CSAT, AHT, FCR, etc.
- Proven people management and team handling skills.
- Strong analytical and problem-solving ability.
- Excellent communication skills (verbal and written).
- Ability to work under pressure and manage multiple priorities.
- Proficiency in MS Excel and reporting tools.
- Robust coaching and feedback delivery skills.

Eligibility Criteria
- Minimum 1 year of experience as a Team Lead in a BPO/Cust

📌 Team Lead (Noida)
🏢 Radical Minds
📍 Noida