Team Lead

Job Summary

We are looking for an experienced and dynamic Team Leader to manage a team of customer service representatives in a fast-paced BPO environment. The candidate will be responsible for driving team performance, ensuring service quality, meeting operational targets, and enhancing customer satisfaction.

Key Responsibilities

• Manage and supervise a team of 15-25 customer service associates.
• Monitor daily team performance against KPIs such as productivity, quality, attendance, and customer satisfaction.
• Conduct regular coaching sessions, feedback discussions, and performance reviews.
• Ensure adherence to company policies, processes, and compliance standards.
• Handle customer escalations and provide timely resolutions.
• Prepare and analyze performance reports and MIS data.
• Drive team engagement and motivation initiatives.
• Coordinate with cross-functional teams to achieve business objectives.
• Identify training needs and support employee development.

Required Skills

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Good analytical and problem-solving skills.
• Proficiency in MS Excel, Word, and PowerPoint.
• Ability to work in rotational shifts and manage operational challenges.
• Customer-focused approach with strong decision-making skills.

Qualifications

• Graduate in any discipline.
• 3-6 years of experience in BPO/Contact Center operations.
• Minimum 1-2 years of experience as a Team Leader or Acting Team Leader preferred.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Quality Scores
• Productivity Metrics
• Service Level Achievement
• Attendance and Adherence
• Team Attrition and Engagement

Contact HR: Yamanur K - [phone removed]

[email removed]