Job DescriptionJob Summary
nWe are seeking an experienced and motivated Team Leader to manage a team of customer service representatives in a fast-paced BPO setting. 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.
nKey Responsibilities
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- Lead, coach, and motivate a team of customer service associates to achieve performance targets.n
- Monitor daily operations and ensure adherence to company policies and client requirements.n
- Track team performance against key metrics such as productivity, quality, attendance, AHT, CSAT, and SLA compliance.n
- Conduct regular performance reviews, feedback sessions, and coaching meetings.n
- Handle escalated customer concerns and provide timely resolutions.n
- Prepare and maintain performance reports and management dashboards.n
- Identify training and development needs and coordinate with the training team.n
- Support workforce planning, scheduling, and resource allocation.n




- Drive employee engagement initiatives to maintain a positive work environment.n
- Collaborate with Quality, Training, Operations, and HR teams to ensure operational excellence.n
- Ensure compliance with company policies, data security, and process guidelines.n
- Participate in client reviews and implement action plans for continuous improvement.n

nRequired Qualifications
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- Bachelor's degree in any discipline.n
- 2-5 years of experience in a BPO/Contact Center environment.n
- Minimum 1 year of experience as a Team Leader, SME, or Acting Team Leader.n
- Strong knowledge of customer service operations and performance management.n
- Proficiency in MS Office (Excel, PowerPoint, Word).n
- Experience with CRM and contact center tools is preferred.n

nRequired Skills
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- Leadership and people managementn
- Coaching and mentoringn
- Performance managementn
- Customer ser

📌 Team Lead (Bengaluru)
🏢 TP
📍 Bengaluru