Minimum Qualification & Experience-
Minimum 1 year of relevant experience as a Team Leader / Team Lead in a BPO/KPO/contact-centre setting.
Should have independently handled a team of 15 agents and be responsible for day-to-day team performance.
Strong process knowledge and operational understanding.
Experience in performance management, coaching, feedback and employee engagement.
Experience handling attendance, adherence, productivity and performance issues.
Ability to manage escalations and difficult customer/client situations.
Good understanding of operational metrics including QA, AHT, Productivity, Adherence, Attendance, Shrinkage and CSAT, wherever applicable.
Ability to conduct one-on-ones, coaching sessions and performance improvement plans.




Positive analytical and problem-solving skills.
Proficiency in MS Excel and preparation of MIS/reports.
Excellent verbal and written English communication skills.

Preferred Certifications / Exposure-
Lean Six Sigma will be an added advantage.
Leadership / People Management certification will be preferred.
Workforce Management exposure will be an added advantage.
COPC Standards knowledge or experience working in a COPC-compliant/certified operation will be preferred.

Pay: ₹25,000.00 - ₹35,000.00 per month

Perks:
Leave encashment
Provident Fund

Work Location: In person

📌 Team Leader Bengaluru
🏢 Ditio sys
📍 Bengaluru