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 workplace. - 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 - Excellent communication skills - Conflict resolution - Time management - Stakeholder management

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT) - Quality Scores - Service Level Adherence (SLA) - Average Handle Time (AHT) - First Call Resolution (FCR) - Productivity and Utilization - Attendance and Shrinkage Management - Employee Retention and Engagement

Preferred Attributes

- Ability to work in rotational shifts. - Strong multitasking skills and ability to perform under pressure. - Results-driven with a focus on continuous improvement. - Positive attitude and strong interpersonal skills.

Location: Bangalore

Shift: Rotational / 24x7 Operations

Employment Type: Full-Time

Reports To: Operations Manager / Assistant Manager Operations

Regards,

Yamanur HR team.

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

📌 Team Lead (Bengaluru)
🏢 TP
📍 Bengaluru