Team Leader

Job Title

Location

Experience Required

Employment Type

Shift

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

Ø Manage day-to-day operations of a team (10-15 associates) to ensure KPIs and SLAs are met.

Ø Monitor agent performance, provide feedback, coaching, and support for performance improvement.

Ø Handle escalations and ensure prompt resolution of customer issues.

Ø Prepare and analyse daily/weekly/monthly reports and take corrective actions as needed.

Ø Conduct regular team meetings, one-on-ones, and performance reviews.

Ø Ensure adherence to company policies, processes, and procedures

Ø Collaborate with other departments to resolve issues impacting team performance.

Ø Motivate the team to achieve targets while maintaining a positive work environment.

Required Skills and Qualifications:

Ø Minimum 1 year of experience as a Team Leader in a BPO setup.

Ø Strong leadership, coaching, and people management skills.

Ø Excellent communication skills – verbal and written.

Ø Ability to work under pressure and meet deadlines.

Ø Good understanding of BPO metrics like AHT, CSAT, FCR, Quality Score, etc.

Ø Proficient in MS Office tools (Excel, Word, PowerPoint).

Ø Flexible with shifts and work schedule.

Preferred Qualifications:

Ø Graduate in any discipline.

Ø Experience in handling voice/international/domestic processes (as applicable).

Ø Exposure to performance management tools and workforce planning.