Team Leader Tanishq

Department: Operations | Employment Type: Full-Time

BPO Experience Mandatory

Working Days: Monday to Saturday

Timings : 10am to 7pm

Job Summary

We are looking for a energetic and results-driven Team Leader to lead a team of call

center agents in a fast-paced BPO environment. The role is responsible for driving team

performance, ensuring service quality, achieving operational KPIs, and delivering an

exceptional customer experience through effective leadership, coaching, and

performance management.

Key Responsibilities
- Lead, coach, and motivate a team of call center agents to achieve business

objectives.
- Conduct daily team huddles, performance reviews, and regular coaching

sessions.
- Monitor team performance against KPIs and implement action plans to improve

productivity, quality, and conversion.
- Ensure adherence to quality standards, SLAs, compliance requirements,

attendance, and process guidelines.
- Monitor customer interactions and provide constructive feedback to enhance

customer satisfaction and First Call Resolution (FCR).




- Manage daily operations, workforce utilization, shift adherence, and team

discipline.
- Handle customer and operational escalations, perform root cause analysis, and

ensure timely resolution.
- Collaborate with Quality, Training, HR, and Operations teams to improve overall

team performance.
- Prepare and present daily, weekly, and monthly performance reports to

management.
- Drive continuous learning through process refreshers, coaching, and skill

development initiatives.

Key Performance Indicators (KPIs)
- Metric Target Weightage Description Average Connects 6030% Maintain

consistent daily connect rates for the team.
- Quality Score90%25% Ensure quality audits meet or exceed expectations.
- Average Lead-to-Sale (L2S)12 30%Drive higher lead conversion through effective

coaching.
- PKT (Product Knowledge Test)90% 10% Ensure team proficiency through

training and assessment. On-time Login 90% 5

📌 Team Leader (Bengaluru)
🏢 Valuestream Business Solutions (VBS)
📍 Bengaluru