Team Lead

a { text-decoration: none; color: #464feb; } tr th, tr td { border: 1px solid #e6e6e6; } tr th { background-color: #f5f5f5; }

Job Summary

The Team Leader is responsible for managing a team of Customer Service Representatives (CSRs) or Associates to ensure service delivery, productivity, quality, and customer satisfaction targets are achieved. The role involves coaching, mentoring, performance management, and driving operational excellence within the team.

Key Responsibilities

• Lead, motivate, and manage a team of 10-20 customer service agents.
• Monitor daily team performance against key performance indicators (KPIs) such as productivity, quality, adherence, and customer satisfaction.
• Conduct regular team huddles, one-on-one meetings, and performance reviews.
• Provide coaching and feedback to improve employee performance.
• Handle customer escalations and ensure timely resolution.
• Analyze performance reports and identify improvement opportunities.
• Ensure compliance with company policies, client requirements, and process guidelines.
• Drive employee engagement and team-building initiatives.
• Support recruitment, onboarding, and training of new hires.
• Coordinate with Quality, Training, Workforce Management, and Operations teams to achieve business objectives.
• Prepare and present operational reports to management.

Required Qualifications

• Bachelor's degree in any discipline (preferred).
• 2-5 years of experience in a BPO/Contact Center environment.
• Minimum 1-2 years of experience as a Team Leader or in a supervisory role.
• Strong people management and leadership skills.
• Excellent verbal and written communication skills.
• Good analytical and problem-solving abilities.
• Proficiency in MS Office, especially Excel and PowerPoint.
• Ability to work in rotational shifts and under pressure.

Key Skills & Competencies

• Team Management
• Performance Management
• Customer Service Excellence
• Coaching & Mentoring
• Conflict Resolution
• Stakeholder Management
• Decision Making
• Process Improvement
• Report Analysis & MIS
• Time Management

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Quality Scores
• Service Level Achievement
• Average Handling Time (AHT)
• Schedule Adherence
• Attrition and Absenteeism Control
• Productivity Metrics
• Employee Engagement Scores

Preferred Attributes

• Strong leadership presence.
• Ability to motivate and inspire teams.
• Results-oriented mindset.
• Strong client and customer focus.
• Adaptability in a fast-paced environment.

Regards,

Yamanur HR team.

Contact: [phone removed] or [email removed] with your resume and Mention that your applying for TL Bengalore