Job SummaryWe are seeking an experienced and motivated Team Leader to manage a team of customer service representatives in a fast-paced BPO environment. The Team Leader will be responsible for driving team performance, ensuring service quality, meeting client KPIs, and fostering employee engagement while delivering exceptional customer experiences.Key ResponsibilitiesLead, coach, and motivate a team of customer service associates to achieve performance targets.Monitor daily operations and ensure adherence to company policies and client requirements.Track team performance against key metrics such as productivity, quality, attendance, AHT, CSAT, and SLA compliance.Conduct regular performance reviews, feedback sessions, and coaching meetings.Handle escalated customer concerns and provide timely resolutions.Prepare and maintain performance reports and management dashboards.Identify training and development needs and coordinate with the training team.Support workforce planning, scheduling, and resource allocation.Drive employee engagement initiatives to maintain a positive work environment.Collaborate with Quality, Training, Operations, and HR teams to ensure operational excellence.Ensure compliance with company policies, data security,



and process guidelines.Participate in client reviews and implement action plans for continuous improvement.Required QualificationsBachelor's degree in any discipline.2-5 years of experience in a BPO/Contact Center environment.Minimum 1 year of experience as a Team Leader, SME, or Acting Team Leader.Strong knowledge of customer service operations and performance management.Proficiency in MS Office (Excel, PowerPoint, Word).Experience with CRM and contact center tools is preferred.Required SkillsLeadership and people managementCoaching and mentoringPerformance managementCustomer service orientationProblem-solving and decision-makingAnalytical and reporting skillsExcellent communication skillsConflict resolutionTime managementStakeholder managementKey Performance Indicators (KPIs)Customer Satisfaction (CSAT)Quality ScoresService Level Adherence (SLA)Average Handle Time (AHT)First Call Resolution (FCR)Productivity and UtilizationAttendance and Shrinkage ManagementEmployee Retention and EngagementPreferred AttributesAbility to work in rotational shifts.Robust multitasking skills and ability to perform under pressure.Results-driven with a focus on continuous improvement.Positive attitude and strong interpersonal skills.Location: BangaloreShift: Rotational / 24x7 OperationsEmployment Type: Full-TimeReports To: Operations Manager / Assistant Manager OperationsRegards,Yamanur HR team.Contact: (phone hidden) or [email protected] with your resume and Mention that you're applying for Bangalore TL

📌 Team Lead (Bengaluru)
🏢 TP
📍 Bengaluru