Supervisor / Team Lead

About the Role:

Key Responsibilities:

• Supervise day-to-day operations of the team, ensuring adherence to SLAs, KPIs, and quality standards.
• Monitor performance metrics and provide regular feedback, coaching, and mentoring to team members.
• Conduct quality audits and ensure compliance with company policies, procedures, and client requirements.
• Handle escalations effectively, providing timely resolution while maintaining customer satisfaction.
• Prepare performance reports, track progress, and share updates with management and stakeholders.
• Drive continuous improvement by identifying process gaps and implementing corrective actions.
• Facilitate team huddles, training sessions, and knowledge-sharing activities.
• Collaborate with cross-functional teams to align business goals and improve service delivery.
• Foster a positive and motivating team environment, promoting employee engagement and professional growth.

Key Skills & Competencies

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Proficient in MS Office Suite and Google Workspace, with basic working knowledge of JIRA.
• Effective problem-solving and decision-making under pressure.
• Skilled in performance monitoring, analysis, and reporting.
• Solid understanding of BPO operations, quality frameworks, and escalation management.
• Proven ability to drive results through coaching, mentoring, and continuous improvement initiatives.

Working Details:

• Location:

  AIHP Signature Sector 18 Udyog Viha

  r,

  Gurgaon, Haryana 

• Work Schedule:

  5 Days a Week | Rotational Night Shifts | 2 Week-Offs 

• Eligibility:

  1-2 Years

• Work from Office.

   

Preferred Qualifications:

• Graduate in any discipline.
• Prior experience in BPO operations (voice/non-voice, customer support, or back-office).
• 12 years of experience in a supervisory or team lead role.