Team Lead

Role Overview

Team Leader – Operations

Key Responsibilities

• Drive

  CSAT

  improvement while minimizing

  DSAT

  through coaching and effective issue resolution.
• Ensure adherence to

  SLA

  ,

  AHT

  ,

  FCR

  , and other contractual metrics.
• Manage team

  attrition

  and

  shrinkage

  through proactive engagement and workforce planning.
• Conduct

  regular coaching, feedback sessions, and audits

  to enhance performance quality.
• Monitor and track

  KPI/KRA

  performance; publish reports and highlight gaps with action plans.
• Handle

  conflict resolution

  within the team and act as the first point of escalation for customer issues.
• Conduct

  performance reviews, floor support, and motivational sessions

  to maintain a high-performance culture.
• Collaborate with Quality and Training teams to close knowledge/skill gaps.

Requirements

• 1–4 years of experience as a Team Leader

  in international BPO

  voice process

  .
• Strong track record in

  people management, performance coaching, and conflict handling

  .
• Excellent knowledge of

  operational metrics (AHT, SLA, FCR, CSAT/DSAT, shrinkage, attrition, audits, KPIs & KRAs)

  .
• Excellent communication, analytical, and problem-solving skills.
• Willingness to work in a

  24×7 environment

  (rotational shifts).