Team Lead

Hello Jobseekers,

Team Leader,

Note : We are also hiring for Positions like, Manager operations, Assistant manager operations. Process Trainer, Quality Analyst. Experience into Ecommerce is mandatory. Interested candidates can connect @ 9569902470 (Fauzia)

NOTE: -

• Fluency in English and Hindi Speaking is Mandatory.

• Please read the job description carefully before applying.

• Must be from BPO background.

Process We're Hiring For:

1. Kolkata - Insurance Sales and E-commerce Support ( Up to 4.5 LPA)

2. Bengaluru - E-commerce (5LPA)

Key Responsibilities:

• Team Leadership & Management:

• Lead and inspire a team of customer service or sales agents.

• Should have depth knowledge on Shrinkage, Attrition , SLA management etc.

• Monitor team performance against key performance indicators (KPIs) such as targets, customer satisfaction scores (CSAT), average handling time (AHT), and first call resolution (FCR).
• Conduct regular one-on-one meetings, performance reviews, and coaching sessions to drive continuous improvement.

• Training & Development:

• Identify individual and team training needs and collaborate with the training department to address them.
• Provide on-the-spot coaching and feedback to improve agent skills, product knowledge, and communication techniques.

• Operational Excellence:

• Monitor call queues, ticket volumes, and other operational metrics to ensure service level agreements (SLAs) are met.
• Generate and analyze performance reports to identify trends, areas for improvement, and best practices.
• Ensure adherence to company policies, procedures, and quality standards.

• Communication & Collaboration:

• Maintain open and effective communication with your team, peers, and senior management.
• Collaborate with other departments (e.g., Quality Assurance, Training, HR) to support business objectives.

Kolkata: -

• Insurance Sales -

  Overall 3 years of experience in BPO sales including 1 year as a Team Leader on paper.

• E-commerce

  - Overall 5 years of experience in BPO customer support including 2 years as a Team Leader on paper.

Bengaluru: -

• E-commerce

  - Overall 4 years of experience including 1 year as a Team Leader on paper in BPO sales or customer support or seller collaboration/supply chain. Having experience in E-commerce will be more preferable.

CTC:

Kolkata: -

• Insurance Sales -

  Max. 4.50 LPA

• E-commerce

  - Up to 5 LPA

Interested candidates can connect : 9569902470 (Fauzia)

#bpo #voice #jobsatbangalore #kolkatajobs #qarole #processtrainer #job2025 #manageroperations #assistantmanager #ecommerce #shrinkage #attrition #sla #headcount #managerquality