Team Leader – BPO

Job Title: Team Leader – BPO

Location: Panchkula

Job Overview:

We are looking for a motivated and experienced Team Leader to manage and lead our BPO team based in Panchkula. The ideal candidate will be responsible for supervising daily operations, ensuring performance targets are met, and fostering a positive, high-performing work environment.

Key Responsibilities:

Team Management

* Lead, coach, and motivate a team of customer support agents handling calls, chats, and emails.

* Manage daily operations, including shift planning, workload allocation, and attendance monitoring.

* Conduct regular team huddles, performance reviews, and one-on-one sessions.

Performance & Quality Monitoring* Track, analyze, and report team performance against defined KPIs (AHT, FCR, CSAT, SLA adherence, etc.).

* Ensure compliance with quality standards across all channels (voice, chat, and email).

* Provide constructive feedback and implement corrective actions for performance improvement.

Process Management

* Ensure smooth functioning of day-to-day operations and timely resolution of customer queries.

* Manage escalations not only from customers but also coordinate with clients/partners to ensure timely resolution.

* Identify process gaps and work with Quality/Training/Operations to optimize workflows.

* Mentor and groom high-performing agents for future leadership roles.

Reporting & Analysis

* Generate daily/weekly/monthly reports on team performance.

* Share insights with management and recommend improvements to increase efficiency and customer satisfaction.

Requirements:

• Atleast 8+ years of experience in the industry and a minimum 2–3 years of experience in a Team Leader role within a BPO setting.
• Hands-on experience with CRM/ticketing tools.
• Proven experience in managing international client processes, with a strong background in blended operations (voice and non-voice), is essential for this role.
• Strong leadership and team management capabilities.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to thrive in a fast-paced and target-driven environment.
• Willingness to work in rotational shifts as per business needs.
• Should possess knowledge of Advance Excel & Data Visualization Tools.

Why Join Us?

• Collaborative and friendly work culture
• Opportunities for growth and professional development
• Be part of a globally recognized organization with a strong digital presence

Job Type: Full-time

Pay: Up to ₹60,000.00 per month

Work Location: In person