We are looking for an experienced Team Lead to manage and drive performance for a team in a quick-paced BPO environment. The ideal candidate should have strong people management skills, operational expertise, and hands-on experience with FTE Billing.
Key Responsibilities
- Lead, mentor, and manage a team to achieve operational and client-defined KPIs.
- Monitor team performance, productivity, attendance, and adherence.
- Conduct regular coaching sessions, feedback discussions, and performance reviews.
- Manage escalations and ensure timely resolution of customer concerns.
- Prepare and analyze performance reports and MIS dashboards.
- Ensure compliance with process guidelines and quality standards.
- Work closely with stakeholders to improve operational efficiency.
- Handle workforce planning and support FTE Billing requirements.
Eligibility Criteria
- Graduate in any discipline.
- Minimum 2+ years of experience as a Team Leader in a BPO/Customer Service environment.
- Mandatory knowledge of FTE Billing.
- Strong communication, leadership, and stakeholder management skills.
- Experience in handling team performance metrics and client escalations.
- Willingness to work in rotational shifts and a 6-day work week.