Team Leader

We are seeking a proactive and results-driven Team Leader to manage a team of customer service representatives for our inbound process. The ideal candidate will be responsible for driving performance, meeting service level agreements (SLAs), and ensuring excellent customer experience through effective team management and support. Key Responsibilities:Manage and lead a team of inbound customer service agents. Monitor team performance against KPIs such as AHT, FCR, CSAT, and SLA adherence. Ensure timely and effective resolution of customer queries and issues. Conduct regular team briefings, training sessions, and one-on-one coaching. Provide daily/weekly/monthly reports to the management on team performance. Handle escalations and ensure swift resolution of complex queries. Assist in workforce planning and shift scheduling. Maintain process documentation and ensure adherence to compliance standards. Foster a positive and motivating work environment. Collaborate with quality and training teams to upskill team members. Key Skills Required:Strong leadership and people management skills. Excellent communication (verbal and written) and interpersonal abilities. Good understanding of inbound call metrics and customer service standards. Problem-solving and conflict resolution capabilities. Proficient in MS Office and CRM/call center tools. Ability to work under pressure and meet deadlines. Qualifications:Graduate in any discipline (preferred). Minimum 1 year of experience as a Team Leader in an inbound process. Experience in BPO/Call Center industry is mandatory.