Team Lead

Job Title: Team Lead – BPO
Location: Lucknow
Experience Required: 3 Years (including 1 Year as Team Lead)
Process: BPO (Voice/Non-Voice – specify if needed)
Industry: BPO/ITES
Employment Type: Full-Time

Job Summary:

We are seeking an experienced and motivated Team Lead for our BPO operations in Lucknow. The ideal candidate should have at least 3 years of experience in the BPO industry, with a minimum of 1 year in a leadership or supervisory role. You will be responsible for managing a team, ensuring performance targets are met, and maintaining a high level of client and customer satisfaction.

Key Responsibilities:

• Lead and supervise a team of customer service representatives.
• Monitor daily operations and ensure quality and productivity targets are achieved.
• Coach, mentor, and train team members for performance improvement.
• Handle escalations and ensure timely resolution of customer issues.
• Prepare and share performance reports with management.
• Implement process improvements to enhance efficiency.
• Maintain adherence to company policies, compliance, and service level agreements (SLAs).
• Coordinate with cross-functional departments to support team goals.

Key Requirements:

• Minimum 3 years of total experience in the BPO sector.
• At least 1 year of experience in a team lead or supervisory role.
• Strong communication, leadership, and team management skills.
• Ability to work in a fast-paced and target-driven environment.
• Proficiency in using MS Office and CRM tools.
• Flexible to work in shifts (if required).

Preferred Qualifications:

• Graduate in any discipline.
• Prior experience in a voice or non-voice BPO process.
• Experience with performance management and reporting tools.

Job Types: Full-time, Permanent

Pay: ₹197,103.77 - ₹400,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Work Location: In person