Team Leader Position: Team Leader

Department: Operations

Industry: BPO / Contact Center

Experience: 2–5 Years

Location: Indore

Employment Type: Full-Time

Job Summary

We are looking for an experienced and result-oriented Team Leader to manage a team of Customer Service Associates and ensure achievement of operational, quality, productivity, and customer satisfaction targets.

The Team Leader will be responsible for managing day-to-day operations, monitoring team performance, coaching team members, and ensuring adherence to process and company guidelines.

Key Responsibilities

- Manage and supervise a team of Customer Service Associates/Executives.
- Monitor daily performance against SLA, AHT, productivity, quality, CSAT, attendance, and adherence targets.
- Conduct regular team huddles and communicate business/process updates.
- Track individual and team performance and identify performance gaps.
- Provide coaching, feedback, and performance improvement plans where required.
- Ensure adherence to company policies, process guidelines, and quality standards.
- Monitor real-time operations and manage shrinkage, absenteeism, and schedule adherence.
- Handle escalations from customers and team members and ensure timely resolution.
- Coordinate with Quality, Training, MIS, WFM, and Operations teams.
- Prepare and share daily/weekly performance reports with the Operations Manager/Assistant Manager.
- Conduct regular one-on-one sessions with team members.




- Identify training and development requirements within the team.
- Support new employee onboarding and process training.
- Ensure proper documentation and compliance with process requirements.
- Drive employee engagement, motivation, and retention.
- Take corrective actions to improve productivity and overall team performance.
- Ensure achievement of business and operational targets within defined timelines.

Required Skills
- Robust team management and leadership skills.
- Excellent verbal and written communication.
- Good knowledge of BPO/contact center operations and KPIs.
- Strong analytical and problem-solving abilities.
- Ability to handle escalations and manage difficult situations.
- Good interpersonal and conflict-management skills.
- Proficiency in MS Excel, Word, PowerPoint, and reporting tools.
- Ability to work in rotational shifts, including weekends, if required.

Key Performance Indicators (KPIs)
- AHT – Average Handling Time
- Quality Score
- CSAT / Customer Satisfaction
- SLA Achievement
- Productivity
- Attendance & Attrition
- Schedule Adherence
- Shrinkage
- First Call Resolution (FCR)
- Team Target Achievement

Eligibility
- Graduate in any discipline preferred.
- 2–5 years of experience in BPO/Contact Center operations, with at least 1 year of team-handling experience.
- Experience in managing a team of 15–25 associates will be preferred.
- Candidates with

Pay: ₹400,000.00 - ₹500,000.00 per year

Work Location: In person

📌 Team Lead (Indore)
🏢 Credgenics
📍 Indore