Team Leader - Operations

1. Job Purpose

The Team Leader will be responsible for managing a team of Customer Service Associates, ensuring smooth day-to-day operations,

delivering exceptional customer experiences, and achieving operational targets in line with client and organizational expectations.

The role requires strong leadership, team management, problem-solving and customer-handling skills, with a focus on improving

productivity, service quality, customer satisfaction and employee engagement.

2. Key Roles and Responsibilities

A. Team Management & Leadership

 Lead, manage and motivate a team of Customer Service Associates.

 Conduct daily team briefings, performance reviews and feedback sessions.

 Monitor individual and team performance against defined targets.

 Drive employee engagement, motivation and team bonding initiatives.

 Identify performance gaps and implement improvement plans.

 Manage attendance, punctuality, leave planning and team discipline.

 Support new employees during their transition from training to production.

B. Operations & Performance Management

 Ensure achievement of daily, weekly and monthly operational targets.

 Monitor key performance indicators such as:

o Average Handling Time (AHT)

o Service Level (SL)

o First Call Resolution (FCR)

o Customer Satisfaction (CSAT)

o Quality Score

o Customer Complaints

o Schedule Adherence

o Productivity and Attendance

 Ensure optimum resource utilization and effective floor management.

 Monitor real-time queue performance and take corrective action during volume spikes.

 Ensure smooth coordination with Workforce Management (WFM) for staffing and scheduling requirements.

C. Customer Experience & Service Quality

 Ensure associates deliver professional, empathetic and customer-centric service.

 Handle customer escalations and ensure timely resolution.

 Monitor call quality and conduct regular call audits.

 Identify recurring customer issues and share improvement recommendations.

 Ensure adherence to approved scripts, SOPs and process guidelines.

 Promote a customer-first approach while maintaining operational efficiency.

D. Quality & Compliance

 Ensure adherence to client policies, process guidelines and organizational standards.

 Work closely with the Quality and Training teams to improve performance.

 Conduct regular quality feedback and coaching sessions.

 Ensure compliance with data privacy, information security and regulatory requirements.

 Maintain accurate records of customer escalations and corrective actions.

E. Reporting & Governance

 Prepare and share daily, weekly and monthly performance reports.

 Conduct regular performance reviews with team members.

 Participate in client review meetings and internal governance calls.

 Share operational challenges, action plans and improvement initiatives with the Operations Manager.

 Maintain accurate attendance, productivity and performance records.

 Ensure timely closure of client and management action items.

F. Training & Development

 Identify training requirements and skill gaps within the team.

 Facilitate refresher training and process updates.

 Support the Training and Quality teams during new batch certification.

 Mentor underperforming associates and prepare them for improved performance.

 Identify high-performing employees for career development opportunities.

3. Required Skills & Competencies

 Excellent communication and interpersonal skills.

 Strong leadership and people management abilities.

 Good understanding of customer service operations.

 Strong problem-solving and decision-making skills.

 Ability to manage customer escalations effectively.

 Proficiency in MS Excel, Word and PowerPoint.

 Ability to analyse operational reports and performance metrics.

 Strong planning, coordination and time-management skills.

 Ability to work under pressure and manage multiple priorities.

 Customer-centric mindset with a focus on service excellence.

4. Educational Qualification & Experience

 Graduate in any discipline (preferred).

 Minimum 2–4 years of experience in the BPO / Customer Service industry.

 At least 2 years of experience in a Team Leader or supervisory role.

 Experience in managing inbound customer service / voice operations will be preferred.

 Prior experience handling client escalations and operational performance reviews is desirable.

5. Key Performance Indicators (KPIs)

The Team Leader's performance will be evaluated on the following parameters:

1. Achievement of operational and productivity targets.

2. Team Quality Score and process compliance.

3. Customer Satisfaction (CSAT) and First Call Resolution (FCR).

4. Average Handling Time (AHT) and Service Level achievement.

5. Team attendance, punctuality and schedule adherence.

6. Employee attrition and retention.

7. Effective management of customer escalations.

8. Coaching effectiveness and improvement in associate performance.

9. Timely and accurate reporting.

10. Client satisfaction and operational governance.

6. Key Stakeholder Coordination

 Operations Manager

 Quality Assurance Team

 Training Team

 Workforce Management Team

 Human Resources

 IT / Technical Support

 Client Representatives

7. Overall Accountability

The Team Leader will be accountable for the overall performance, discipline, engagement and development of the assigned team, ensuring

consistent delivery of customer service excellence while meeting client expectations and organizational business objectives.