Opening For Team Lead - Gandhi Nagar

Role Objective

The Team Leader (TL) serves as the core operational engine of the service delivery floor. This leader directly manages, supervises, and inspires a team of 2025 agents to meet performance, productivity, and quality standards under established guidelines. Balancing daily execution with talent development, the TL ensures 100% adherence to departmental policies and client objectives.

Key Responsibilities

• Operational Floor Supervision: Supervise, direct, and motivate 20–25 agents to consistently meet or exceed daily, weekly, and monthly SLA targets.
• SLA & Production Planning: Plan, schedule, and prioritize production work independently, resolving real-time operational roadblocks to maintain continuous delivery.
• Continuous Process Improvement: Identify floor-level inefficiencies and process leaks, implementing site-lead strategies to optimize turnaround times (TAT) and quality.
• Metrics Compilation & Business Reviews: Compile, analyze, and present performance metrics to senior leadership and global stakeholders during regular business reviews.
• Lifecycle Staffing & Administration: Drive hiring, resource forecasting, and administrative tasks across the complete agent lifecycle.
• Employee Development & Attrition Control: Conduct regular 1:1 sessions, provide performance feedback, and foster an inclusive workspace to maintain low attrition.

Roles and Responsibilities

• Manage a team of customer support agents to ensure excellent service delivery.
  
• Develop and implement effective strategies for improving customer engagement, satisfaction, and retention.
  
• Collaborate with cross-functional teams to resolve complex issues and improve overall process efficiency.
  
• Conduct regular performance reviews, provide coaching, and mentorship to team members.
  
• Ensure compliance with company policies, procedures, and regulatory requirements.
  

Desired Candidate Profile

• 5-7 years of experience in BPO or call center environment as a Team Leader or similar role.
  
• Proven track record of delivering exceptional customer experiences through voice processing (inbound/outbound) or chat support.
  
• Strong understanding of content moderation principles for effective issue resolution.
  
• Excellent communication skills with ability to motivate teams towards achieving goals.