Team Leader

Job Summary:We are looking for an experienced Senior Team Leader (TL) to manage multiple teams within the BPO operations. The candidate will be responsible for driving team performance, ensuring process compliance, and achieving business targets while maintaining high customer satisfaction.

• Key Responsibilities:Manage and oversee multiple Team Leaders and their teams
• Drive daily, weekly, and monthly performance targets (sales / collections / customer support)
• Monitor team KPIs like AHT, CSAT, Conversion, Quality scores, and Productivity
• Conduct performance reviews, feedback sessions, and coaching
• Handle escalations and critical customer issues
• Ensure process adherence and compliance
• Coordinate with internal departments (HR, Training, QA, Operations)
• Prepare and share reports, dashboards, and MIS
• Identify training needs and support team development
• Maintain team motivation and reduce attrition
• Requirements:Graduate in any discipline
• 3–6 years of experience in BPO, with at least 1–2 years as TL
• Strong leadership and team management skills
• Good knowledge of BPO metrics and operations
• Excellent communication and problem-solving skills
• Ability to handle pressure and meet deadlines
• Preferred Skills:Experience in Sales / Collections / Customer Support process
• Good knowledge of CRM tools and MS Excel
• Strong analytical and decision-making ability
• Key Performance Indicators (KPIs):Team productivity & target achievement
• Quality and compliance scores
• Customer satisfaction (CSAT)
• Attrition and team engagement