Team Leader

Job SummaryThe Team Leader (TL) is responsible for managing a team of customer support / outbound agents to ensure performance targets, quality standards, and service levels are consistently achieved. The TL will drive team productivity, maintain discipline, provide coaching, and ensure high levels of client satisfaction.

• Key Responsibilities1. Team ManagementSupervise and manage a team of 10–20 agents.
• Monitor daily attendance, punctuality, and adherence.
• Allocate leads/call lists and manage workload distribution.
• Conduct daily huddles and performance briefings.
• 2. Performance MonitoringTrack KPIs such as:
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• Call volume
• Conversion rate
• Appointment bookings
• AHT (Average Handling Time)
• Quality scores
• Attendance & shrinkage
• Prepare and share daily/weekly/monthly reports.
• Ensure team meets SLA and client expectations.
• 3. Quality & ComplianceMonitor calls and provide constructive feedback.
• Ensure scripts and process guidelines are followed.
• Maintain data accuracy in CRM (e.g., LeadSquared or other tools).
• Ensure compliance with healthcare/process-specific protocols.
• 4. Coaching & DevelopmentConduct regular one-on-one sessions.
• Identify performance gaps and create improvement plans.
• Train new hires on process, soft skills, and tools.
• Motivate team members and maintain positive morale.
• 5. Client CoordinationCoordinate with Operations Manager for escalations.
• Share performance insights and improvement plans.
• Ensure client deliverables are met on time.
• 6. Escalation HandlingHandle complex customer queries or escalations.
• Ensure timely resolution and customer satisfaction.
• Required Skills & QualificationsBachelor’s degree (preferred).
• 1–3 years of experience in a BPO/Call Center environment.
• Minimum 1 year experience as a Team Leader (preferred).
• Strong communication and leadership skills.
• Good knowledge of MS Excel and CRM tools.
• Strong analytical and problem-solving skills.
• Ability to handle pressure and meet deadlines.
• Key CompetenciesLeadership & Team Building
• Performance Management
• Decision Making
• Conflict Resolution
• Client Handling
• Process Orientation
• Performance Metrics (KPIs)Team Productivity
• Conversion Rate / Appointment Booking Rate
• Quality Score
• SLA Adherence
• Attrition Control
• Client Satisfaction