Manage and supervise a team of Customer Support Representatives.

• Monitor daily team performance and ensure achievement of productivity and quality targets.

• Track key operational metrics such as AHT, CSAT, Quality, SLA, Productivity, Attendance, and Adherence.

• Conduct daily team huddles and communicate business updates, targets, and process changes.

• Provide regular coaching, feedback, and performance guidance to team members.

• Identify performance gaps and implement appropriate improvement plans.

• Handle customer and operational escalations effectively.

• Ensure team adherence to process guidelines, quality standards, and company policies.

• Prepare and review daily, weekly, and monthly performance reports.

• Coordinate with Operations, Quality, Training, HR, and MIS teams as required.

• Monitor attendance, absenteeism, and attrition within the team.

• Support employee engagement and retention initiatives.

• Ensure effective communication of client and management requirements to the team.

• Assist in implementing process improvements to improve productivity and customer experience.





• Take ownership of team performance and ensure timely achievement of assigned targets.

Core Competencies

• Team Management

• People & Performance Management

• KPI & SLA Management

• Coaching & Feedback

• Escalation Management

• Customer Service

• MIS & Reporting

• Process Adherence

• Communication Skills

• Problem Solving

Required Skills & Qualifications

• 2–3 years of relevant experience, preferably in the BPO / Contact Center industry.

• Prior experience in a Team Lead / Senior Associate / SME role will be preferred.

• Strong team-handling and people-management skills.

• Excellent verbal and written communication skills.

• Good understanding of BPO operations and performance metrics

. • Strong problem-solving and decision-making abilities.

• Good customer-handling and escalation-management skills.

• Basic to intermediate knowledge of MS Excel and MS Office.

• Ability to motivate and manage a team in a target-driven setting.

• Strong organizational and time-management skills. • Ability to work effectively under pressure.

📌 Sales Team Leader (Bengaluru)
🏢 Transact BPO Services India
📍 Bengaluru