Job Title: Team Leader (Customer Service) Company: Teleperformance Location: Malad (Aspee) Working Days: 6 Days a Week Shift: General Shift Salary: Up to ₹ 6.2 LPA Job Summary The Customer Service Team Lead will be responsible for managing a team of Customer Service Representatives, driving operational excellence, achieving client and business KPIs, improving customer experience, and fostering employee engagement. The role requires strong leadership, people management, performance coaching, and stakeholder management skills in a rapid-paced BPO environment. Key Responsibilities (KRA) Team Management & Leadership Lead, coach, and develop a team of Customer Service Associates. Conduct regular performance reviews, coaching sessions, and action plans. Drive employee engagement, motivation, and retention initiatives. Manage attendance, schedules, and workforce adherence. Operational Excellence Ensure achievement of all process and client-defined KPIs. Monitor real-time team performance and implement corrective actions. Handle customer escalations and complex service issues.
Ensure compliance with SOPs, quality standards, and company policies. Performance Management Track individual and team productivity metrics. Identify performance gaps and implement improvement plans. Partner with Training and Quality teams to improve service delivery. Client & Stakeholder Management Support operational reviews and business updates. Ensure adherence to client SLAs and contractual obligations. Drive continuous improvement initiatives and process efficiencies. Reporting & Analytics Analyze performance trends and prepare operational reports. Provide insights and recommendations to improve team performance and customer experience. Key Performance Indicators (KPIs) Customer Metrics Customer Satisfaction (CSAT) Net Promoter Score (NPS) Customer Effort Score (CES) First Call Resolution (FCR) Repeat Contact Rate Quality & Compliance Quality Audit Score Compliance Score Error Rate / Defect Rate
📌 Customer Service Team Lead (India)
🏢 TP
📍 India