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.
Solid leadership and team management abilities.
Positive analytical and problem-solving skills.
Ability to manage pressure and meet deadlines.
Solid 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