Team Leader- Service

Team Leader Customer Service (BPO)

Location: Gurgaon

Experience: Minimum 1 year of experience as a Team Leader

CTC Budget: 35,000 per month

In-hand Salary: 29,000 per month

Joining: Immediate joiners preferred

Job Responsibilities:

- Lead and manage a team of customer service executives to achieve business targets.

- Monitor key performance metrics, including AHT, CSAT, SLA, quality, and productivity.

- Drive team performance through regular coaching, feedback, and performance reviews.

- Monitor attendance, attrition, shrinkage, and schedule adherence.

- Handle customer escalations and ensure timely resolution.

- Conduct quality audits and implement corrective action plans.

- Prepare daily, weekly, and monthly MIS reports.

- Track MTD/YTD performance and take necessary actions to achieve targets.

- Ensure adherence to company policies, process guidelines, and quality standards.

Required Skills:

- Minimum 1 year of Team Leader experience on paper in a BPO customer service process.

- Strong team handling and leadership skills.

- Knowledge of AHT, CSAT, SLA, quality, attrition, and shrinkage.

- Excellent communication and problem-solving skills.

- Proficiency in MS Excel and MIS reporting.

- Ability to manage escalations and improve team performance.

**Interested candidates with relevant experience are encouraged to apply.**