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Bsln Consultancy
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Team Leader

Team Leader

Bsln Consultancy

1 - 4 years

5 - 7 Lacs

navi mumbai

Posted:-1 days ago| Platform:

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Skills Required

international bpo blended process voice process

Work Mode

Work from Office

Job Type

Full Time

Job Description

Team Leader Customer Support / Operations

Location:

Job Summary

Team Leader

Key Responsibilities

Manage day-to-day operations of a team of customer support executives
Drive team performance to meet KPIs such as AHT, CSAT, QA, productivity, and attendance
Conduct regular team huddles, coaching sessions, and performance reviews
Handle customer escalations and provide effective resolutions
Monitor call quality and ensure adherence to process and compliance guidelines
Prepare and share daily, weekly, and monthly performance reports
Coordinate with Quality, Training, WFM, and Operations teams
Support new joiner onboarding and floor nesting
Maintain team engagement and morale

Required Skills & Competencies

Strong people management and leadership skills
Excellent verbal and written communication
Customer-focused and result-oriented mindset
Strong analytical and problem-solving abilities
Good understanding of contact center metrics
Working knowledge of MS Excel and reporting tools

Eligibility Criteria

Minimum
1 year experience as a Team Leader
(designation should be on paper)
Experience in
voice or blended process
Willingness to work in rotational shifts
Prior BPO / customer support experience is mandatory
Experience in International BPO.

Preferred Qualifications

Experience in International BPO.
Immediate to short notice joiners preferred.

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