Job Title: Team Leader (Customer Service)Company: TeleperformanceLocation: Malad (Aspee) Working Days: 6 Days a WeekShift: General ShiftSalary: Up to ₹ 6.2 LPAJob SummaryThe Customer Service Team Lead will be responsible for managing a team of Customer Service Representatives, driving operational excellence, achieving client and business KPIs, improving customer experience, and fostering employee engagement. The role requires strong leadership, people management, performance coaching, and stakeholder management skills in a fast-paced BPO environment.Key Responsibilities (KRA)Team Management & LeadershipLead, coach, and develop a team of Customer Service Associates.Conduct regular performance reviews, coaching sessions, and action plans.Drive employee engagement, motivation, and retention initiatives.Manage attendance, schedules, and workforce adherence.Operational ExcellenceEnsure achievement of all process and client-defined KPIs.Monitor real-time team performance and implement corrective actions.Handle customer escalations and complex service issues.Ensure compliance with SOPs, quality standards, and company policies.Performance ManagementTrack individual and team productivity metrics.Identify performance gaps and implement improvement plans.Partner with Training and Quality teams to improve service delivery.Client & Stakeholder ManagementSupport operational reviews and business updates.Ensure adherence to client SLAs and contractual obligations.Drive continuous improvement initiatives and process efficiencies.Reporting & AnalyticsAnalyze performance trends and prepare operational reports.Provide insights and recommendations to improve team performance and customer experience.Key Performance Indicators (KPIs)Customer MetricsCustomer Satisfaction (CSAT)Net Promoter Score (NPS)Customer Effort Score (CES)First Call Resolution (FCR)Repeat Contact RateQuality & ComplianceQuality Audit ScoreCompliance ScoreError Rate / Defect RateProcess AdherenceProductivity MetricsAverage Handling Time (AHT)Average Speed of Answer (ASA)Tickets/Contacts Handled per AgentAfter Call Work (ACW)Utilization/Productivity %Occupancy RateWorkforce Management MetricsSchedule AdherenceAttendance %Shrinkage %Planned vs. Unplanned Leave %Rostering ComplianceTeam Health MetricsAttrition %Employee Engagement ScoreNew Hire Retention %Internal Promotion RateCoaching Effectiveness ScoreService Delivery MetricsService Level Achievement (SLA)Resolution Turnaround Time (TAT)Backlog ManagementEscalation RateClient Satisfaction Score (C-SAT)Financial MetricsCost per ContactRevenue/Productivity Achievement (where applicable)Budget AdherenceOvertime ManagementRequired SkillsStrong people management and coaching skills.Excellent verbal and written communication.Knowledge of contact center operations and workforce management principles.Expertise in KPI management, root cause analysis, and performance improvement.Proficiency in MS Excel, PowerPoint, and CRM tools.Ability to work in rotational shifts and a target-driven setting.Preferred QualificationsGraduate in any discipline.Experience handling Voice, Chat, Email, or Blended processes.Exposure to WFM, Quality, and Client Management frameworks.Six Sigma/Lean certification will be an added advantage.Interested candidates can share their resume at: ? [email protected]? (phone hidden)

📌 Team Lead (Maharashtra)
🏢 TP
📍 Maharashtra