Job Title: Team Leader (Customer Service)
Company: Teleperformance
Location: Malad (Aspee)
Working Days: 6 Days a Week
Shift: General Shift
Salary: Up to ₹ 6.2 LPA

Job Summary
The 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 robust leadership, people management, performance coaching, and stakeholder management skills in a quick-paced BPO workplace.

Key Responsibilities (KRA)
Team Management & Leadership
Lead, 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 Excellence
Ensure 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 Management
Track individual and team productivity metrics.
Identify performance gaps and implement improvement plans.
Partner with Training and Quality teams to improve service delivery.

Client & Stakeholder Management
Support operational reviews and business updates.
Ensure adherence to client SLAs and contractual obligations.
Drive continuous improvement initiatives and process efficiencies.

Reporting & Analytics
Analyze performance trends and prepare operational reports.
Provide insights and recommendations to improve team performance and customer experience.

Key Performance Indicators (KPIs)
Customer Metrics
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Customer Effort Score (CES)
First Call Resolution (FCR)
Repeat Contact Rate

Quality & Compliance
Quality Au

📌 Team Lead Mumbai (India)
🏢 TP
📍 India