Role & responsibilities

- Manage and lead a team of customer service executives.
- Monitor daily team performance and ensure achievement of KPIs and SLAs.
- Conduct daily team briefings, coaching sessions, and performance reviews.
- Monitor calls, emails, chats, or other customer interactions to ensure quality standards.
- Handle customer escalations and provide effective resolutions.
- Track key performance metrics such as:
- AHT (Average Handling Time)
- CSAT (Customer Satisfaction)
- FCR (First Call Resolution)
- Quality Score
- Productivity and Attendance
- SLA and Service Levels
- Identify performance gaps and implement improvement plans.
- Conduct training, feedback, and development sessions for team members.
- Prepare daily, weekly, and monthly performance reports.
- Coordinate with Quality, Training, HR,



and Operations teams.
- Maintain employee discipline, attendance, and team motivation.
- Ensure compliance with company policies and process guidelines.

Preferred candidate profile

- Excellent communication and interpersonal skills.
- Strong leadership and team management abilities.
- Valuable analytical and problem-solving skills.
- Ability to manage pressure and meet deadlines.
- Strong knowledge of MS Excel and reporting.
- Conflict resolution and decision-making skills.
- Customer service and escalation management.
- Good understanding of BPO operations and KPIs.

📌 Walk-in || Team Lead (Bengaluru)
🏢 Vindhya e infomedia
📍 Bengaluru