Role Objective

The Team Leader (TL) serves as the core operational engine of the service delivery floor. This leader directly manages, supervises, and inspires a team of 2025 agents to meet performance, productivity, and quality standards under established guidelines. Balancing daily execution with talent development, the TL ensures 100% adherence to departmental policies and client objectives.

Key Responsibilities

- Operational Floor Supervision: Supervise, direct, and motivate 20–25 agents to consistently meet or exceed daily, weekly, and monthly SLA targets.
- SLA & Production Planning: Plan, schedule, and prioritize production work independently, resolving real-time operational roadblocks to maintain continuous delivery.
- Continuous Process Improvement: Identify floor-level inefficiencies and process leaks, implementing site-lead strategies to optimize turnaround times (TAT) and quality.
- Metrics Compilation & Business Reviews: Compile, analyze, and present performance metrics to senior leadership and global stakeholders during regular business reviews.
- Lifecycle Staffing & Administration: Drive hiring, resource forecasting, and administrative tasks across the complete agent lifecycle.




- Employee Development & Attrition Control: Conduct regular 1:1 sessions, provide performance feedback, and foster an inclusive workspace to maintain low attrition.
- Roles and Responsibilities

- Manage a team of customer support agents to ensure excellent service delivery.

- Develop and implement effective strategies for improving customer engagement, satisfaction, and retention.

- Collaborate with cross-functional teams to resolve complex issues and improve overall process efficiency.

- Conduct regular performance reviews, provide coaching, and mentorship to team members.

- Ensure compliance with company policies, procedures, and regulatory requirements.

Desired Candidate Profile

- 5-7 years of experience in BPO or call center workplace as a Team Leader or similar role.

- Proven track record of delivering exceptional customer experiences through voice processing (inbound/outbound) or chat support.

- Strong understanding of content moderation principles for effective issue resolution.

- Excellent communication skills with ability to motivate teams towards achieving goals.

📌 Opening For Team Lead - Gandhi Nagar (Gandhinagar)
🏢 Cognizant
📍 Gandhinagar