Job Summary

We 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 Responsibilities

- Lead, 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 Qualifications

- Bachelor'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.
- Solid 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 Skills

- Leadership and people management
- Coaching and mentoring
- Performance management
- Customer service orientation
- Problem-solving and decision-making
- Analytical and reporting skills
- Excellent communication skills
- Conflict resolution
- Time management
- Stakeholder management

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT)
- Quality Scores
- Service Level Adherence (SLA)
- Average Handle Time (AHT)
- First Call Resolution (FCR)
- Productivity and Utilization
- Attendance and Shrinkage Management
- Employee Retention and Engagement

Preferred Attributes

- Ability to work in rotational shifts.
- Strong multitasking skills and ability to perform under pressure.
- Results-driven with a focus on continuous improvement.
- Positive attitude and strong interpersonal skills.

Location: Bangalore

Shift: Rotational / 24x7 Operations

Employment Type: Full-Time

Reports To: Operations Manager / Assistant Manager Operations

Regards,

Yamanur HR team.

Contact: (phone hidden) or [email protected] with your resume and Mention that you're applying for Bangalore TL

📌 Senior Training Lead (Bengaluru)
🏢 TP
📍 Bengaluru