We are seeking a agile and experienced Team Lead for our International BPO operations based in Madhya Pradesh. The ideal candidate will have a solid background in managing teams within the BPO sector, focusing on customer satisfaction (CSAT), first call resolution (FCR), and employee retention. As a Team Lead, you will be responsible for overseeing daily operations, ensuring that service level agreements (SLAs) are met, and driving performance metrics related to attrition and shrinkage.

Key Responsibilities:
Lead and manage a team of customer service representatives in a blended process environment.
Monitor and analyze team performance metrics, including CSAT and FCR, to identify areas for improvement.
Implement strategies to enhance employee retention and reduce attrition rates.
Ensure compliance with SLAs and key result areas (KRAs) set by the organization.
Conduct regular team meetings to provide feedback, coaching,



and support to team members.
Collaborate with other departments to streamline processes and improve overall service delivery.
Prepare and present performance reports to senior management.

Required Skills:
Proven experience as a Team Lead in an International BPO setting.
Robust understanding of customer service metrics such as CSAT and FCR.
Excellent leadership and team management skills.
Ability to analyze data and make informed decisions.
Strong communication and interpersonal skills.
Familiarity with blended process operations.

If you are a motivated leader with a passion for driving team success and enhancing customer experiences, we encourage you to apply for this exciting opportunity.

📌 Team Lead International Bpo Indore
🏢 Conviction
📍 Indore