Team Lead

Job Summary

We are seeking an experienced and motivated Team Leader to manage a team of customer service representatives in a fast-paced BPO environment. The Team Leader will be responsible for driving team performance, ensuring service quality, meeting client KPIs, and fostering employee engagement while delivering exceptional customer experiences.

Key Responsibilities

• Lead, coach, and motivate a team of customer service associates to achieve performance targets.
• Monitor daily operations and ensure adherence to company policies and client requirements.
• Track team performance against key metrics such as productivity, quality, attendance, AHT, CSAT, and SLA compliance.
• Conduct regular performance reviews, feedback sessions, and coaching meetings.
• Handle escalated customer concerns and provide timely resolutions.
• Prepare and maintain performance reports and management dashboards.
• Identify training and development needs and coordinate with the training team.
• Support workforce planning, scheduling, and resource allocation.
• Drive employee engagement initiatives to maintain a positive work environment.
• Collaborate with Quality, Training, Operations, and HR teams to ensure operational excellence.
• Ensure compliance with company policies, data security, and process guidelines.
• Participate in client reviews and implement action plans for continuous improvement.

Required Qualifications

• Bachelor's degree in any discipline.
• 2-5 years of experience in a BPO/Contact Center environment.
• Minimum 1 year of experience as a Team Leader, SME, or Acting Team Leader.
• Strong knowledge of customer service operations and performance management.
• Proficiency in MS Office (Excel, PowerPoint, Word).
• Experience with CRM and contact center tools is preferred.

Required Skills

• Leadership and people management
• Coaching and mentoring
• Performance management
• Customer service orientation
• Problem-solving and decision-making
• Analytical and reporting skills
• Excellent communication skills
• Conflict resolution
• Time management
• Stakeholder management

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Quality Scores
• Service Level Adherence (SLA)
• Average Handle Time (AHT)
• First Call Resolution (FCR)
• Productivity and Utilization
• Attendance and Shrinkage Management
• Employee Retention and Engagement

Preferred Attributes

• Ability to work in rotational shifts.
• Strong multitasking skills and ability to perform under pressure.
• Results-driven with a focus on continuous improvement.
• Positive attitude and strong interpersonal skills.

Location: Bangalore

Shift: Rotational / 24x7 Operations

Employment Type: Full-Time

Reports To: Operations Manager / Assistant Manager Operations

Regards,

Yamanur HR team.

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