Role & responsibilities

We are seeking an experienced and performance-driven Team Leader to manage a team of Customer Service Representatives (CSR) in an International BPO setting. The ideal candidate will be responsible for driving team performance, achieving service level targets, ensuring customer satisfaction, and supporting employees through coaching and development initiatives.

Key Responsibilities

Team Management

- Lead, motivate, and manage a team of 15-25 customer service agents.
- Conduct regular team meetings, one-on-one sessions, and performance reviews.
- Monitor attendance, productivity, and adherence to schedules.
- Foster a positive work environment and maintain team morale.

Performance Management

- Track and achieve key performance indicators (KPIs) such as:
- Customer Satisfaction (CSAT)
- Quality Scores
- Average Handling Time (AHT)
- First Call Resolution (FCR)
- Service Level Agreements (SLA)

- Analyze performance reports and identify improvement opportunities.
- Develop action plans to achieve operational goals.

Coaching & Development

- Provide ongoing coaching, mentoring, and feedback to team members.
- Identify training needs and collaborate with training teams.
- Support career development and succession planning initiatives.

Operations & Quality

- Ensure compliance with company policies and client requirements.
- Monitor call quality and customer interactions.




- Handle escalated customer concerns and resolve issues effectively.
- Collaborate with Quality, Training, Workforce Management, and Operations teams.

Reporting & Analytics

- Prepare daily, weekly, and monthly performance reports.
- Analyze trends and recommend process improvements.
- Present team performance updates to management.

Required Qualifications

- Bachelor's degree in any discipline.
- 2-5 years of BPO experience with at least 1-2 years in a Team Leader role.
- Experience managing international voice, chat, or email processes.
- Strong understanding of contact center metrics and operations.
- Excellent communication and leadership skills.
- Proficiency in MS Excel, PowerPoint, and reporting tools.

Preferred Skills

- Strong people management abilities.
- Problem-solving and decision-making skills.
- Conflict resolution and stakeholder management.
- Ability to work in rotational shifts, including night shifts.
- Customer-centric mindset with a focus on delivering exceptional service.

Key Performance Indicators (KPIs)

- CSAT
- Quality Score
- SLA Adherence
- AHT
- FCR
- Team Productivity
- Attrition Control
- Employee Engagement
- Absenteeism Management

Regards,

Yamanur HR team.

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

📌 Team Lead (Hyderabad)
🏢 TP
📍 Hyderabad