We are seeking a dedicated and experienced Team Lead for our BPO/KPO operations based in Andhra Pradesh. The ideal candidate will have a solid background in customer service and support, with a focus on international markets, particularly the US and UK. As a Team Lead, you will be responsible for overseeing a team of customer service representatives, ensuring that they meet key performance indicators (KPIs) and maintain high levels of customer satisfaction (CSAT). You will play a crucial role in managing operational metrics such as first call resolution (FCR), average handling time (AHT), service level agreements (SLA), shrinkage, and attrition rates.

Key Responsibilities:
Lead and mentor a team of customer service agents, providing guidance and support to enhance their performance.
Monitor team performance against KPIs and CSAT scores, implementing strategies for improvement as necessary.
Conduct regular performance reviews and provide constructive feedback to team members.




Collaborate with management to develop training programs that address skill gaps and improve service delivery.
Analyze operational data to identify trends and areas for improvement, ensuring that the team meets or exceeds performance targets.
Foster a positive work environment that encourages teamwork and high morale among team members.

Required Skills:
Proven experience in a BPO/KPO setting, particularly in customer service or support roles.
Solid leadership and team management skills.
Excellent communication skills, both verbal and written.
Ability to analyze data and make informed decisions based on performance metrics.
Familiarity with KPIs, CSAT, FCR, AHT, SLA, shrinkage, and attrition management.

If you are a motivated leader with a passion for customer service and a track record of driving team performance, we encourage you to apply for this exciting opportunity.

📌 Team Lead Bpo/kpo Hyderabad (India)
🏢 Winx Consulting Services
📍 India