Team Lead - Inbound & Outbound Operations

Job Summary

We are looking for a dynamic Team Lead to manage Inbound and Outbound customer support teams, drive operational performance, coach agents, ensure SLA adherence, and deliver an exceptional customer experience while maintaining quality and productivity standards.

Responsibilities

• Lead and manage a team of 15-25 Customer Support Associates.
• Monitor daily operations to achieve SLA, productivity, quality, and attendance targets.
• Conduct team huddles, coaching sessions, and performance reviews.
• Analyze MIS reports and identify performance improvement opportunities.
• Handle customer escalations and ensure timely resolution.
• Monitor call quality and implement corrective action plans.
• Manage roster planning, shrinkage, and workforce utilization.
• Ensure adherence to SOPs, compliance, and process guidelines.
• Coordinate with Quality, Training, Workforce Management, and HR teams.
• Drive employee engagement and maintain high team morale.
• Key Performance Indicators (KPIs) Service Level (SLA) Average Handle Time (AHT) First Call Resolution (FCR) Quality Scores CSAT Productivity Attendance Shrinkage Escalation Closure Team Attrition.

Required Skills

• Experience handling Inbound and Outbound contact center operations.
• Strong people management and coaching skills.
• Excellent communication in English and Hindi (additional regional language is an advantage).
• Good analytical skills with experience in Excel and MIS reporting.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and decision-making skills.

Eligibility

• Graduate in any discipline.
• 3-5 years of BPO/Contact Center experience.
• Minimum 1 year of experience as a Team Lead or acting Team Leader.
• Willingness to work in rotational shifts.
• Languages: English, Hindi and any regional Languages.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.