Job Summary

We are looking for an experienced and dynamic Team Leader to manage a team of customer service representatives in a rapid-paced BPO environment. The candidate will be responsible for driving team performance, ensuring service quality, meeting operational targets, and enhancing customer satisfaction.

Key Responsibilities

- Manage and supervise a team of 15-25 customer service associates.
- Monitor daily team performance against KPIs such as productivity, quality, attendance, and customer satisfaction.
- Conduct regular coaching sessions, feedback discussions, and performance reviews.
- Ensure adherence to company policies, processes, and compliance standards.
- Handle customer escalations and provide timely resolutions.
- Prepare and analyze performance reports and MIS data.
- Drive team engagement and motivation initiatives.
- Coordinate with cross-functional teams to achieve business objectives.
- Identify training needs and support employee development.

Required Skills





- Strong leadership and people management skills.
- Excellent communication and interpersonal abilities.
- Good analytical and problem-solving skills.
- Proficiency in MS Excel, Word, and PowerPoint.
- Ability to work in rotational shifts and manage operational challenges.
- Customer-focused approach with strong decision-making skills.

Qualifications

- Graduate in any discipline.
- 3-6 years of experience in BPO/Contact Center operations.
- Minimum 1-2 years of experience as a Team Leader or Acting Team Leader preferred.

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT)
- Quality Scores
- Productivity Metrics
- Service Level Achievement
- Attendance and Adherence
- Team Attrition and Engagement

Contact HR: Yamanur K - (phone hidden)

[email protected]

📌 Team Lead (Bengaluru)
🏢 TP
📍 Bengaluru