Team Lead
TP Conseil · Mumbai · onsite · Posted 51d ago
Not disclosed1–3 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Description: Team Leader – BPO (Night Shift)
Company: Teleperformance
Designation: Team Leader
Shift: Complete Night Shift
Industry: BPO
Location: Ghansoli, Navi Mumbai
Key Responsibilities
- Handle and manage a team of Customer service Agent.
- Drive performance on key KPIs: Quality, Productivity.
- Control attrition through engagement and timely interventions.
- Monitor and manage shrinkage (attendance, adherence, leaves).
- Provide real-time support, coaching, and call monitoring.
- Handle customer and process escalations effectively.
- Ensure strict adherence to SOPs, client guidelines, and company policies.
- Prepare and share daily/weekly performance reports.
- Coordinate with Quality, Training, and Operations teams.
Skills Required
- Strong team handling and leadership skills.
- Good understanding of BPO metrics (Attrition, Shrinkage).
- Excellent communication and problem-solving skills.
- Ability to work in a fast-paced night shift environment.
Qualification & Experience
- Graduate in any discipline.
- 1–3 years of experience as a Team Leader/Senior Associate in BPO.
- Prior experience handling international clients preferred.
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Skills
Problem SolvingTeam HandlingLeadership SkillsAbility to work in a fast-paced night shift environmentUnderstanding of BPO metrics