Key Responsibilities:
- Lead, motivate, and manage a team of Customer Service Executives across voice/chat/email processes, as applicable.
- Drive key performance metrics including CSAT, AHT, FCR, Service Level, Quality, Attendance, and Adherence.
- Monitor performance reports, identify gaps, and implement action plans for improvement.
- Conduct regular team huddles, coaching sessions, one-on-ones, and performance reviews.
- Provide continuous coaching, mentoring, and feedback to improve individual and team performance.
- Handle and resolve customer escalations effectively.
- Ensure compliance with SOPs, quality standards, and process guidelines.
- Collaborate with Quality, Training, and Operations teams to address knowledge and skill gaps.
- Prepare and present daily, weekly, and monthly performance reports to management.
- Foster a positive, accountable, and high-performance team culture.

Candidate Requirements:




- 2+ years of experience as a Team Leader/Supervisor in a BPO or Customer Service environment.
- Solid understanding of CSAT, AHT, FCR, Service Level, and Quality metrics.
- Excellent communication, leadership, coaching, and interpersonal skills.
- Strong analytical and problem-solving abilities with a data-driven approach.
- Proficiency in MS Excel, PowerPoint, and CRM/Contact Centre tools.
- Comfortable working in rotational/night shifts, weekends, and holidays as per business requirements.

Preferred Qualifications:
- Graduate in any discipline.
- Experience handling domestic/international voice processes.
- Exposure to Six Sigma, COPC, or other quality/process improvement frameworks is an advantage.

📌 Team Lead (Thane)
🏢 Sterling Customer Experience
📍 Thane