Team Lead

Technotask Business Solutions Pvt Ltd

1 years

0 Lacs

Bhopal Madhya Pradesh India

Posted:2 days ago| Platform:

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Skills Required

service metrics coaching reports resolve support training drive engagement leadership communication excel powerpoint crm reporting

Work Mode

On-site

Job Type

Full Time

Job Description

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Experience Required:

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Job Summary:

Team Leader

Key Responsibilities:

Lead, manage, and motivate a team of agents to achieve process targets.
Monitor team performance and provide regular coaching, feedback, and training.
Ensure adherence to company policies, SLAs, and quality standards.
Prepare daily/weekly/monthly reports on team performance.
Handle escalated calls and resolve customer complaints efficiently.
Coordinate with support functions like Quality, Training, and HR for smooth operations.
Conduct regular team meetings and one-on-ones to drive engagement and improvement.

Key Skills & Requirements:

Minimum 1 year of experience as a Team Leader in a BPO environment.
Strong leadership, communication, and interpersonal skills.
Good understanding of BPO KPIs such as AHT, CSAT, FCR, and quality metrics.
Ability to handle pressure and meet tight deadlines.
Proficient in MS Office (Excel, PowerPoint, etc.).
Flexible to work in rotational shifts, including weekends if required.

Preferred Qualifications:

Graduate in any stream.
Experience in voice or non-voice process (inbound/outbound).
Knowledge of CRM tools and reporting systems.

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