Team Leader

Roles & Responsibilities:

• Lead, manage, and motivate a team of customer service or process associates to achieve daily, weekly, and monthly targets.
• Monitor team performance using KPIs such as productivity, quality, turnaround time (TAT), and customer satisfaction (CSAT).
• Conduct regular team huddles, one-on-one meetings, and performance reviews.
• Provide coaching, mentoring, and feedback to improve individual and team performance.
• Handle escalations from customers or clients and ensure timely resolution.
• Ensure adherence to company policies, client guidelines, and compliance standards.
• Prepare and maintain reports on team performance, attendance, and workflow.
• Coordinate with other departments (Quality, Training, HR, Operations) for continuous improvement.
• Identify training needs and support skill development initiatives.
• Drive employee engagement, motivation, and retention within the team.
• Ensure proper shift management, scheduling, and workforce utilization.
• Implement process improvements to enhance efficiency and service quality.

Qualifications & Requirements:

• Bachelor’s degree in any discipline (preferred).
• 2–5 years of experience in a BPO/KPO environment.
• Minimum 1 year of experience in a supervisory or team handling role.