Team Leader - BPO | Immediate Joiner

Job Application Link

Only Immediate Joiners Will Be Considered

Company Description

Doodhvale Farms is a fully integrated, technology-driven Direct-to-Consumer (D2C) company that produces and delivers premium, farm-fresh dairy and daily essentials directly to consumers' doorsteps. With a mission to provide nutrient-packed, fresh milk, Doodhvale Farms ensures its products come from happy cattle at modern farms. The company offers a wide range of products, including milk, dairy items, traditional sweets, and bakery products, all sourced directly from farms. Their commitment to purity ensures that milk is delivered within 36 hours of production. Customers can easily manage orders, subscribe, and earn loyalty rewards using their app.

Responsibilities

• Lead, coach, and motivate a team of customer service or call center executives to achieve daily, weekly, and monthly KPIs.
• Monitor team performance, analyze reports, and provide actionable feedback to improve productivity and quality.
• Handle customer escalations, resolve conflicts, and ensure high customer satisfaction.
• Conduct onboarding and training sessions for new team members to align them with company processes and service standards.
• Collaborate with operations, quality, and HR teams to streamline workflows and improve processes.
• Ensure compliance with company policies, SLA adherence, and quality benchmarks.
• Foster a positive and productive work culture in line with organizational values.

Skills & Requirements

• 3–5 years of experience in team handling, preferably in BPO, customer service, or call center operations.
• Strong leadership, organizational, and communication skills.
• Ability to motivate, guide, and manage a diverse team of agents effectively.
• Proficiency in call center tools, CRM systems, reporting tools, and MS Office.
• Strong problem-solving and decision-making abilities under pressure.
• Experience in monitoring KPIs such as AHT, FCR, CSAT, and quality scores is a plus.

Nice to Have

• Prior experience in managing inbound/outbound campaigns.
• Familiarity with process improvement and workflow optimization in a BPO setup.
• Ability to handle cross-functional coordination with operations, quality, and HR teams.
• Passion for customer experience and service excellence.

To Apply -