Team Lead

Job Description: Team Lead – BPOPosition Summary

We are seeking a proactive and responsible Team Lead with a minimum of 1 year of BPO experience. The ideal candidate will oversee day-to-day team operations, ensure performance targets are met, and maintain high-quality customer service. This role requires strong leadership, communication, and problem-solving skills.

Key Responsibilities

• Lead, motivate, and guide a team of agents to achieve performance targets.
• Monitor team performance and ensure adherence to SLAs, KPIs, and quality standards.
• Conduct regular coaching, feedback sessions, and performance reviews.
• Handle escalations and provide quick resolutions to customer issues.
• Prepare daily/weekly reports and share performance insights with management.
• Ensure process compliance, policy updates, and team discipline.
• Coordinate with quality, training, and operations teams to improve overall efficiency.
• Assist in workforce planning, shift scheduling, and roster management.
• Identify training needs and support skill development for team members.

Requirements

• Minimum 1 year of BPO experience (voice/non-voice/inbound/outbound).
• Strong leadership and team-management skills.
• Excellent communication and interpersonal abilities.
• Ability to work in a fast-paced environment and handle pressure.
• Good knowledge of BPO KPIs (AHT, QA scores, CSAT, SLA, etc.).
• Problem-solving skills and ability to make quick decisions.

Preferred Skills

• Prior experience as a TL, SME, or acting team lead is an advantage.
• Knowledge of CRM tools and call-center systems.
• Strong reporting and analytical skills (Excel/Google Sheets).

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person