Team Leader - Operations

Job highlights

• PF, Health Insurance, ESI (ESIC)Job DescriptionBPO Team Leader is responsible for managing a team of customer executives to ensure performance targets and quality standards are achieved.BPO Team Leader – Job DescriptionJob Title: Team Leader – BPOReports To: Assistant Manager / Operations ManagerKey ResponsibilitiesLead, motivate, and manage a team of customer service representatives or associates.Monitor daily team performance against KPIs such as productivity, quality, customer satisfaction, and attendance.Conduct regular team meetings, coaching sessions, and performance reviews.Provide guidance and support to team members in handling customer queries and escalations.Ensure adherence to company policies, processes, and compliance requirements.Analyze performance reports and identify improvement opportunities.Prepare and maintain operational reports and dashboards.Coordinate with quality, training, workforce management, and operations teams.Drive employee engagement and team developme

BPO Team Leader is responsible for managing a team of customer executives to ensure performance targets and quality standards are achieved. BPO Team Leader – Job Description Job Title: Team Leader – BPO Reports To: Assistant Manager / Operations Manager Key Responsibilities Lead, motivate, and manage a team of customer service representatives or associates. Monitor daily team performance against KPIs such as productivity, quality, customer satisfaction, and attendance. Conduct regular team meetings, coaching sessions, and performance reviews. Provide guidance and support to team members in handling customer queries and escalations. Ensure adherence to company policies, processes, and compliance requirements. Analyze performance reports and identify improvement opportunities. Prepare and maintain operational reports and dashboards. Coordinate with quality, training, workforce management, and operations teams. Drive employee engagement and team development initiatives. Manage staffing, scheduling, and leave planning to maintain service levels. Required Skills Strong leadership and people-management skills. Good verbal and written communication skills. Problem-solving and decision-making abilities. Knowledge of contact center operations and metrics. Ability to coach, mentor, and develop team members. Proficiency in MS Excel, PowerPoint, and reporting tools. Customer-focused mindset.   Key Performance Indicators (KPIs) Customer Satisfaction (CSAT) Quality Scores Average Handle Time (AHT) Service Level Achievement First Call Resolution (FCR) Team Productivity Attendance and Adherence Employee Retention Qualifications Bachelor's degree preferred. Typically 2–5 years of BPO/contact center experience. 1–2 years of experience in a supervisory or team lead role. Experience in customer service, sales, technical support, or back-office operations.