Designation: Team Leader
Experience Required: 1.5 to 2 years as a Team Leader
Work Mode: Remote
Location: PAN India
Working Days: 6 days per week, rotational shifts, rotational week offs
Contract Duration: Contract will be renewed every 3 months Role Overview The Team Leader will oversee the day-to-day operations of a voice and chat-based customer support process, ensuring smooth workflow, team productivity, SLA adherence, and high-quality customer service. The role requires strong communication skills, the ability to manage high-volume customer interactions, and prior experience handling mid-sized teams. Key Responsibilities Lead and manage a team handling voice and chat-based customer support. Monitor daily performance metrics and ensure SLA adherence. Manage high volumes of customer interactions while maintaining accuracy and efficiency. Track key performance metrics such as AHT, CSAT, FCR, productivity, quality, and SLA. Provide regular feedback, coaching, and performance reviews to team members. Ensure process compliance and maintain quality standards across customer interactions. Handle customer and process-related escalations and coordinate with cross-functional teams for resolution. Monitor team attendance, productivity, and adherence to operational requirements.



Prepare and share daily/weekly performance reports with management. Identify performance gaps and implement improvement plans to achieve team and process targets. Support workforce planning, shift management, and resource allocation as required. Candidate Requirements Minimum 1.5 to 2 years of experience as a Team Leader in a BPO/customer support setting. Must currently be working in a voice and chat customer support process. BPO experience is mandatory. Candidates with voice-only, chat-only, sales, or non-customer-facing processes will not be considered. Should have experience managing a team of at least 20 members. Robust verbal and written communication skills. Hands-on experience with customer service metrics such as AHT, CSAT, FCR, SLA, quality, and productivity. Experience in coaching, performance management, escalation handling, and team development. Ability to work in rotational shifts and rotational week-offs. Comfortable working in a remote workplace and managing team performance remotely. Strong analytical, problem-solving, and stakeholder management skills. Contract Terms 3-month renewable contract. Renewal will be based on business requirements and performance.

📌 Team Leader – Voice And Chat Process Pune
🏢 r3 Consultant
📍 Pune