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Team Lead

Impetus Career Consultants

3 - 6 years

0 Lacs

Mohali district India

Posted:1 month ago| Platform:

Apply

Skills Required

compliance mentoring support metrics service coaching resolve training report planning forecasting drive engagement development communication leadership crm excel reporting

Work Mode

On-site

Job Type

Full Time

Job Description

Job Title:

Location:

Experience Required:

Job Summary:

Team Lead

Key Responsibilities:

Lead, manage, and motivate a team of customer support representatives in an international process.
Monitor and improve key operational metrics such as:
CSAT
AHT
FCR
Shrinkage
Attrition
Ensure consistent delivery of service level agreements (SLAs).
Conduct regular team meetings, performance reviews, and coaching sessions.
Handle escalations and resolve customer issues in a timely manner.
Coordinate with Quality and Training departments for continuous process improvement.
Report daily/weekly/monthly performance metrics to Operations Manager.
Manage workforce planning, including forecasting shrinkage and maintaining team adherence.
Drive engagement and morale through motivation and development plans.

Key Requirements:

3–6 years of total BPO experience with at least 1–2 years as a
Team Lead
in an
international process
.
Proven track record of managing metrics like
CSAT, AHT, FCR
, shrinkage, and attrition.
Excellent communication and interpersonal skills.
Strong leadership, problem-solving, and decision-making skills.
Working knowledge of CRM tools, MS Excel, and reporting dashboards.
Ability to handle pressure in a fast-paced environment.
Flexible to work in 24x7 shifts.

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