Bpo Team Lead

GLOBIVA is hiring for Team Leader.

Location- Sector 18, Gurgaon (Haryana)

6 days working

Rotational shifts and Rotational week-off

Note:- There is no night shift for female employee

Key Responsibilities:

Performance Management:

• Drive the team to meet/exceed process KPIs:
• SLA (Service Level Agreement) adherence
• AHT (Average Handling Time)
• CSAT (Customer Satisfaction Score)
• FCR (First Call Resolution)
• Quality scores / Error rates
• Productivity and occupancy targets
• Monitor real-time performance dashboards and take corrective actions to achieve targets.

Team Supervision & Development:

• Lead, coach, and motivate a team of [X] associates to deliver exceptional customer experience.
• Conduct regular performance reviews, one-on-ones, feedback sessions, and performance improvement plans.
• Monitor attendance, schedule adherence, shrinkage, and minimize unplanned absenteeism.
• Manage team attrition through engagement, grievance handling, and career development discussions.

Reporting & Analysis:

• Track, analyze, and report daily/weekly/monthly performance metrics.
• Share insights with management on trends and improvement opportunities.

Process Improvement & Customer Experience:

• Ensure consistent customer experience aligned with client expectations and company standards.
• Identify training needs and recommend refresher sessions to improve performance.
• Handle escalated customer queries professionally and provide timely resolution.

Desired Skills & Competencies:

• Strong understanding of Domestic BPO KPIs: SLA, AHT, CSAT, Attrition, Shrinkage, Schedule Adherence, Quality.
• Good people management, coaching, and mentoring skills.
• Excellent communication (Hindi & English) and interpersonal skills.
• Ability to analyze data, identify gaps, and implement action plans.
• Ability to handle pressure and manage conflicts within the team.
• Basic proficiency in MS Excel, PowerPoint, and reporting tools.

Qualifications & Experience:

Graduate in any stream.

Minimum 1-3 years experience as a Team Leader in Domestic BPO (voice/non-voice).

Experience managing a team in [Inbound / Outbound / Blended] process preferred.

Contact Person

HR Supriya- 9289327281