Job Summary
The Team Leader is responsible for leading and managing a team of Customer Service Executives handling international customer interactions through voice, email, and chat channels. The role focuses on achieving operational targets, delivering exceptional customer experience, improving team performance, and ensuring adherence to client and company standards.
Key Responsibilities
Team Leadership & People Management
Lead, coach, and motivate a team of 15-25 Customer Service Associates.
Conduct regular team meetings, performance reviews, and one-on-one coaching sessions.
Monitor attendance, punctuality, and schedule adherence.
Manage employee engagement activities to promote a positive work environment.
Handle employee grievances and support conflict resolution.
Performance Management
Drive achievement of all operational KPIs and client SLAs.
Monitor and improve:
Customer Satisfaction (CSAT)
First Call Resolution (FCR)
Quality Scores
Average Handle Time (AHT)
Service Levels
Productivity Metrics
Analyze performance reports and implement action plans for improvement.
Manage underperforming team members through coaching and development plans.
Customer Experience Management
Ensure delivery of excellent customer service across all interactions.
Handle customer escalations and critical cases effectively.
Identify recurring customer issues and recommend process improvements.
Promote customer-centric culture across the team.
Quality & Compliance
Ensure adherence to quality standards, protocols, and compliance requirements.
Conduct call monitoring and feedback sessions.
Collaborate with Quality and Training teams to improve performance.
Ensure compliance with client policies, data security, and company procedures.
Training & Development
Support onboarding and nesting of current hires.




Identify training needs based on performance trends.
Coach team members on communication skills, customer handling, and process knowledge.
Develop future leaders and high-potential employees within the team.
Reporting & Stakeholder Management
Prepare and present daily, weekly, and monthly performance reports.
Communicate team performance updates to management.
Coordinate with Workforce Management (WFM), Quality, Training, HR, and Operations teams.
Participate in client reviews and operational meetings as required.
Required Qualifications
Bachelor's Degree in any discipline.
3-6 years of experience in an International BPO Customer Service environment.
Minimum 1-2 years of experience as a Team Leader, Acting Team Leader, or SME.
Strong understanding of customer service operations and metrics.
Required Skills
Team Leadership and People Management
Customer Service Excellence
Coaching and Mentoring
Performance Management
Conflict Resolution
Decision Making and Problem Solving
Effective Communication Skills
MS Excel and Reporting Skills
Stakeholder Management
Analytical and Data Interpretation Skills
Key Performance Indicators (KPIs)
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
First Call Resolution (FCR)
Average Handle Time (AHT)
Quality Compliance Scores
SLA Achievement
Employee Engagement
Attrition and Retention Metrics
Productivity and Utilization
Preferred Qualifications
Experience managing US, UK, Australian, or Canadian customer service processes.
Knowledge of Workforce Management (WFM) and Quality frameworks.
Lean Six Sigma certification is an added advantage.
Shift Details
Rotational Shifts / 5 Days Working.
24x7 Operations Environment

Regards,
Yamanur HR team.
Contact: (phone hidden) or [email protected] with your resume and Mention that your applying for TL HYD.

📌 Team Lead (Hyderabad)
🏢 TP
📍 Hyderabad