Job Description

Job Summary

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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.

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Key Responsibilities

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- Lead, coach, and motivate a team of customer service associates to achieve performance targets.
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- Monitor daily operations and ensure adherence to company policies and client requirements.
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- Track team performance against key metrics such as productivity, quality, attendance, AHT, CSAT, and SLA compliance.
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- Conduct regular performance reviews, feedback sessions, and coaching meetings.
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- Handle escalated customer concerns and provide timely resolutions.
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- Prepare and maintain performance reports and management dashboards.
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- Identify training and development needs and coordinate with the training team.
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- Support workforce planning, scheduling, and resource allocation.
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- Drive employee engagement initiatives to maintain a positive work setting.
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- Collaborate with Quality, Training, Operations, and HR teams to ensure operational excellence.
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- Ensure compliance with company policies, data security, and process guidelines.
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- Participate in client reviews and implement action plans for continuous improvement.
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Required Qualifications

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- Bachelor's degree in any discipline.
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- 2-5 years of experience in a BPO/Contact Center environment.
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- Minimum 1 year of experience as a Team Leader, SME, or Acting Team Leader.
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- Strong knowledge of customer service operations and performance management.
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- Proficiency in MS Office (Excel, PowerPoint, Word).
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- Experience with CRM and contact center tools is preferred.
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Required Skills

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- Leadership and people management
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- Coaching and mentoring
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- Performance management
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- Customer service orientation
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- Problem-solving and decision-making
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- Analytical and reporting skills
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- Excellent communication skills
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- Conflict resolution
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- Time management
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- Stakeholder management
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Key Performance Indicators (KPIs)

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

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

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Shift: Rotational / 24x7 Operations

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Employment Type: Full-Time

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Reports To: Operations Manager / Assistant Manager Operations

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Regards,

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Yamanur HR team.

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

📌 Team Lead (Bengaluru)
🏢 TP
📍 Bengaluru