Team Lead

Job Title: Team Leader Inbound Customer Service (BPO) Location: [Noida sector 62] Department: Customer Service / Operations Reporting to: Assistant Operations Manager / Process Manager Work Type: Full-time / Rotational day Shifts Key Responsibilities: Manage and supervise a team of customer service representatives handling inbound calls. Monitor team performance against key metrics such as AHT, CSAT, FCR, and SLA. Conduct daily briefings, performance reviews, and feedback sessions. Handle escalated customer queries and resolve complaints effectively. Ensure adherence to process guidelines, quality standards, and compliance requirements. Drive team motivation, engagement, and continuous improvement initiatives. Analyze call reports and suggest process improvements. Coordinate with support teams like quality, training, and workforce management. Prepare and present performance reports to management. --- Key Skills & Competencies: Strong leadership and team management skills. Excellent verbal and written communication. Problem-solving and conflict resolution abilities. Customer-focused with a passion for service excellence. Ability to work under pressure and meet targets. undergraduate in any discipline. Minimum 12 years of experience in a BPO inbound process, with at least 1 year in a team leader/supervisory role. Please contact - Hr manager - Pinky yadav email- id - 7977519951