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 setting.
- 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 Skills
- Leadership and people management
- Coaching and mentoring
- Performance management
- Customer service orientation
- Problem-solving and decision-making
- Analytical and reporting skills

📌 Hub Training Lead (Bengaluru)
🏢 TP
📍 Bengaluru