Team Lead

Team Leader Position

Team Leader

Department

Operations

Industry

BPO / Contact Center

Experience

2–5 Years

Location

Indore

Employment Type

Full-Time

Job Summary

We are looking for an experienced and result-oriented Team Leader to manage a team of Customer Service Associates and ensure achievement of operational, quality, productivity, and customer satisfaction targets.

The Team Leader will be responsible for managing day-to-day operations, monitoring team performance, coaching team members, and ensuring adherence to process and company guidelines.

Key Responsibilities

Manage and supervise a team of Customer Service Associates/Executives.

Monitor daily performance against SLA, AHT, productivity, quality, CSAT, attendance, and adherence targets.

Conduct regular team huddles and communicate business/process updates.

Track individual and team performance and identify performance gaps.

Provide coaching, feedback, and performance improvement plans where required.

Ensure adherence to company policies, process guidelines, and quality standards.

Monitor real-time operations and manage shrinkage, absenteeism, and schedule adherence.

Handle escalations from customers and team members and ensure timely resolution.

Coordinate with Quality, Training, MIS, WFM, and Operations teams.

Prepare and share daily/weekly performance reports with the Operations Manager/Assistant Manager.

Conduct regular one-on-one sessions with team members.

Identify training and development requirements within the team.

Support new employee onboarding and process training.

Ensure proper documentation and compliance with process requirements.

Drive employee engagement, motivation, and retention.

Take corrective actions to improve productivity and overall team performance.

Ensure achievement of business and operational targets within defined timelines.

Required Skills

Strong team management and leadership skills.

Excellent verbal and written communication.

Good knowledge of BPO/contact center operations and KPIs.

Strong analytical and problem-solving abilities.

Ability to handle escalations and manage difficult situations.

Good interpersonal and conflict-management skills.

Proficiency in MS Excel, Word, PowerPoint, and reporting tools.

Ability to work in rotational shifts, including weekends, if required.

Key Performance Indicators (KPIs)

AHT – Average Handling Time

Quality Score

CSAT / Customer Satisfaction

SLA Achievement

Productivity

Attendance & Attrition

Schedule Adherence

Shrinkage

First Call Resolution (FCR)

Team Target Achievement

Eligibility

Graduate in any discipline preferred.

2–5 years of experience in BPO/Contact Center operations, with at least 1 year of team-handling experience.

Experience in managing a team of 15–25+ associates will be preferred.

Candidates with

Pay

₹400,000.00 - ₹500,000.00 per year

Work Location

In person