Team Lead - Operations

Role Overview

The Team Leader is responsible for managing a team of customer service representatives/agents to ensure performance targets, quality metrics, and service standards are consistently achieved. The role requires strong leadership, coaching, and analytical skills to drive productivity, enhance customer experience, and align team performance with business goals.

Key Responsibilities

• Supervise a team of 10–20 agents (depending on process requirements) and ensure delivery of KPIs and SLAs.
• Monitor daily operations including call/chat/email handling, adherence, attendance, and productivity.
• Conduct regular coaching sessions and performance reviews to identify gaps and improve results.
• Analyze team reports, performance trends, and metrics (AHT, CSAT, FCR, QA scores, adherence, productivity, etc.).
• Partner with QA, Training, and Workforce Management teams for performance improvement.
• Drive team motivation, engagement activities, and positive work culture.
• Handle escalations and ensure timely resolution of customer issues.
• Ensure compliance with process guidelines, client expectations, and data protection regulations.
• Support new hire onboarding, buddy program, and refresher training sessions as needed.
• Prepare and share daily/weekly/monthly reports with leadership and clients (if applicable).
• Conduct huddles, team meetings, and calibration sessions to align expectations.
• Identify improvement opportunities and support process improvement initiatives.

Required Qualifications

• Graduate or equivalent qualification (preferred but may vary based on client requirement).
• 2–4 years of BPO experience, with at least 1 year in a supervisory or team lead role.
• Experience in voice, chat, email, or blended processes based on project requirement.

Skills & Competencies

• Strong people management and leadership skills
• Excellent communication (verbal and written)
• Problem-solving and decision-making ability
• Coaching, mentoring, and feedback delivery
• Good understanding of performance metrics (QA, CSAT, NPS, SLA, AHT, FCR, Shrinkage, Attrition, etc.)
• Ability to work under pressure and manage team dynamics
• Proficient in MS Office and reporting tools

Job Types: Full-time, Permanent

Pay: ₹360,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Application Question(s):

• Are you comfortable with Night Shift?
• Are you comfortable working from office?

Work Location: In person