Team Lead

Job Description

Job Title: Team Leader – BPO Location: Dehradun, Uttarakhand Experience Required: Minimum 1 year as a Team Leader in a BPO environment Employment Type: Full-time Shift: Rotational shifts (including night shifts, if applicable) Job Summary: We are looking for a dynamic and results-driven Team Leader to manage a team of customer service/technical support agents in our BPO centre located in Dehradun. The ideal candidate should have prior experience in handling a team in a BPO setting, with strong people management and communication skills. Key Responsibilities:  Manage day-to-day operations of a team (10-15 associates) to ensure KPIs and SLAs are met.  Monitor agent performance, provide feedback, coaching, and support for performance improvement.  Handle escalations and ensure prompt resolution of customer issues.  Prepare and analyse daily/weekly/monthly reports and take corrective actions as needed.  Conduct regular team meetings, one-on-ones, and performance reviews.  Ensure adherence to company policies, processes, and procedures  Collaborate with other departments to resolve issues impacting team performance.  Motivate the team to achieve targets while maintaining a positive work environment. Required Skills and Qualifications:  Minimum 1 year of experience as a Team Leader in a BPO setup.  Strong leadership, coaching, and people management skills.  Excellent communication skills – verbal and written.  Ability to work under pressure and meet deadlines.  Good understanding of BPO metrics like AHT, CSAT, FCR, Quality Score, etc.  Proficient in MS Office tools (Excel, Word, PowerPoint).  Flexible with shifts and work schedule. Preferred Qualifications:  Graduate in any discipline.  Experience in handling voice/international/domestic processes (as applicable).  Exposure to performance management tools and workforce planning. Show more Show less