Team Lead

Team Lead

Key Responsibilities:

• Lead, coach, and manage a team of chat/email support executives to meet business goals and KPIs.
  
• Ensure

  AHT (Average Handling Time)

  ,

  CSAT (Customer Satisfaction Score)

  ,

  FCR (First Contact Resolution)

  , and

  SLA (Service Level Agreement)

  targets are consistently met.
• Drive initiatives to

  reduce attrition

  and improve employee engagement and retention.
• Monitor team performance through real-time dashboards, reports, and quality audits.
  
• Conduct regular

  one-on-one coaching sessions, performance reviews, and feedback discussions

  to enhance individual productivity and quality.
• Handle

  customer escalations

  effectively and ensure prompt resolution within SLA.
• Analyze team performance metrics to identify trends, root causes, and improvement opportunities.
  
• Partner with

  Quality, Training, and Workforce Management

  teams to ensure process compliance and continuous improvement.
• Prepare and publish

  daily/weekly/monthly MIS reports

  on performance metrics and operational highlights.
• Ensure adherence to company policies, process discipline, and professional standards at all times.
  

Desired Candidate Profile:

• Graduate in any discipline., with good communication skills in English and Hindi.
  
• Minimum

  3 years of BPO experience

  with at least

  1 year in a Team Lead role

  (Chat/Email process preferred).
• Proven track record of managing performance metrics such as

  AHT, CSAT, Attrition, Productivity, and Quality Scores

  .
• Strong

  people management, analytical, and communication skills

  (written & verbal).
• Proficient in

  MS Excel, MIS reporting, and data interpretation

  .
• Ability to handle high-volume chat operations and drive results in a deadline-driven environment.
  
• Flexible to work in

  rotational shifts, weekends, and holidays

  as per process needs.

Key Skills:

Team Management, Chat Process, Email Support, People Handling, Attrition Control, CSAT Improvement, AHT Optimization, SLA Management, Quality Monitoring, Escalation Handling, Coaching, MIS Reporting, BPO Operations

Salary Offered - upto40 K CTC based on your last drawn,6 days working (NO CABS)

Shift Window- 8 AM to 12 AM (any 9 hour shift - midshift)

Should the role interest you, please share your resume - ssastry@iqubitconsulting.com