Team Leader Customer Service (BPO)

Location: Gurgaon

Experience: Minimum 1 year of experience as a Team Leader

CTC Budget: 35,000 per month

In-hand Salary: 29,000 per month

Joining: Immediate joiners preferred

Job Responsibilities

- Lead and manage a team of customer service executives to achieve business targets.
- Monitor key performance metrics, including AHT, CSAT, SLA, quality, and productivity.
- Drive team performance through regular coaching, feedback, and performance reviews.
- Monitor attendance, attrition, shrinkage, and schedule adherence.
- Handle customer escalations and ensure timely resolution.
- Conduct quality audits and implement corrective action plans.
- Prepare daily, weekly, and monthly MIS reports.




- Track MTD/YTD performance and take necessary actions to achieve targets.
- Ensure adherence to company policies, process guidelines, and quality standards.

Required Skills

- Minimum 1 year of Team Leader experience on paper in a BPO customer service process.
- Solid team handling and leadership skills.
- Knowledge of AHT, CSAT, SLA, quality, attrition, and shrinkage.
- Excellent communication and problem-solving skills.
- Proficiency in MS Excel and MIS reporting.
- Ability to manage escalations and improve team performance.

Interested candidates with relevant experience are encouraged to apply.

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