Assistant Team Lead/ ATL /SME - Customer Service - BPO

SME / Assistant Team Leader (ATL) - Customer Experience

Company Industry: BPO / Call Centre / Customer Success

Role: Subject Matter Expert (SME) / Assistant Team Lead (ATL)

Functional Area: Customer Success, Service & Operations

Role Category: Voice / Blended Process

Employment Type: Full Time, Permanent

Job Location: HSR Layout, Bengaluru (In-Office)

Salary: Up to 6.0 LPA (Based on experience & last drawn CTC)

URGENT HIRING | WALK-IN INTERVIEWS ONGOING

We are actively expanding our Customer Experience team and hiring experienced Subject Matter Experts (SME) and Assistant Team Leaders (ATL) for our HSR Layout location.

Immediate joiners only!

Eligibility Criteria & Key Requirements

• Experience: Minimum 1.5+ years of documented experience working on paper as a Subject Matter Expert (SME) in a BPO / Customer Service setup.
• Core Metrics Expertise: Strong hands-on experience in managing and calculating key operational metrics, specifically Attrition % and Shrinkage %.
• Process Knowledge: In-depth understanding of all KRAs (Key Result Areas) and KPIs (Key Performance Indicators) relevant to SME / ATL roles.
• Language Proficiency: Excellent verbal & written communication in English and Hindi (Mandatory).
• Education: Any Graduate degree.
• Work Schedule: 5-day working week with 2 rotational off days.

Key Responsibilities

• Team Guidance & Leadership: Lead, coach, and mentor front-line executives across Voice, Chat, and Email channels.
• Metric Ownership: Monitor operational SLAs, QA scores, CSAT, and drive team performance to hit target KPIs.
• People Analytics: Track daily/weekly Shrinkage and team Attrition; implement retention and attendance strategies.
• Process Excellence: Serve as the primary Subject Matter Expert (SME) for complex escalations, process updates, and high-priority customer queries.
• Coaching & Mentorship: Conduct structured 1-on-1 feedback sessions, gap analysis, and refresher trainings to continuously improve quality and output.

Perks & Offerings

• Competitive fixed CTC up to 6.0 LPA.
• Fast-track growth potential into full Team Leader (TL) roles.
• Dynamic, performance-driven workplace in prime HSR Layout location.

Walk-In Interview & Application Details

Walk-in interviews are currently open for eligible candidates.

Immediate joiners preferred.

To get the walk-in venue address and schedule your interview slot:

Call or WhatsApp us immediately at:

• [phone removed]
• [phone removed]