Team Leader

The Team Leader will be responsible for supervising a team of customer support associates, ensuring performance targets are met, maintaining quality standards, and supporting the overall operational efficiency of the process.

🎯 Key Responsibilities:

·       Lead, mentor, and manage a team of customer service executives.

·       Monitor daily performance metrics and ensure achievement of SLAs and KPIs.

·       Conduct regular team meetings, coaching, and feedback sessions to drive performance.

·       Handle customer escalations and provide timely resolutions.

·       Ensure adherence to company processes, compliance standards, and quality guidelines.

·       Prepare daily/weekly/monthly reports and share insights with management.

·       Identify training needs and coordinate skill-development initiatives.

·       Support workforce management through effective scheduling and monitoring.

·       Collaborate with cross-functional teams to improve process efficiency.

·       Experience in inbound/outbound voice processes.

·       Knowledge of CRM tools and MS Office.

·       Customer-centric attitude with a focus on process improvement.

🛠️ Required Qualifications & Skills

·       Bachelor’s degree or equivalent.

·       Minimum 2–4 years of experience in a BPO environment, with at least 1 year in a team-leading role.

·       Strong communication and interpersonal skills.

·       Ability to motivate and manage a team effectively.

·       Experience with performance management and quality monitoring tools.

·       Strong analytical and problem-solving skills.

·       Flexible to work in rotational shifts

·       Salary upto 3.5LPA

·       Working Location in Yeshwanthpur