Job Summary:

We are looking for a motivated and results-driven Team Leader Operations to manage a team of customer service executives in a BPO environment. The ideal candidate will be responsible for driving operational performance, ensuring service quality, achieving KPIs, and maintaining high levels of customer satisfaction.

Key Responsibilities

- Lead, manage, and motivate a team of customer service executives to achieve daily, weekly, and monthly targets.

- Monitor team performance against key metrics such as productivity, quality, attendance, CSAT, AHT, and SLA adherence.

- Conduct regular team huddles, coaching sessions, and performance reviews.

- Monitor calls, chats, or emails to ensure compliance with quality standards and client requirements.

- Identify performance gaps and implement corrective action plans.

- Manage escalations and ensure timely resolution of customer complaints.

- Prepare and analyze daily, weekly, and monthly performance reports.

- Coordinate with Quality, Training, Workforce Management, and other support teams to improve operational efficiency.





- Ensure adherence to company policies, client processes, and compliance requirements.

- Manage team schedules, attendance, shrinkage, and leave planning in coordination with WFM.

- Support new hire training, nesting, and transition into production.

- Drive employee engagement, retention, and continuous process improvement.

Required Qualifications and Skills:

- Bachelor's degree in Business Administration or a related field preferred.

- 3-6 years of experience in BPO operations, with at least 12 years in a Team Leader role.

- Solid understanding of BPO metrics, including AHT, CSAT, FCR, SLA, quality, and productivity.

- Excellent communication, leadership, and people management skills.

- Ability to analyze performance data and take corrective action.

- Strong problem-solving, decision-making, and escalation management skills.

- Proficiency in MS Excel and reporting tools.

- Ability to work in a fast-paced, target-driven environment.

📌 Team Lead (Mumbai)
🏢 Ocube Services
📍 Mumbai