
Team Lead
4 days ago
The role requires end-to-end ownership of team performance, customer experience, and process excellence across key operational metrics.
Key Responsibilities Drive CSAT improvement while minimizing DSAT through coaching and effective issue resolution.
Ensure adherence to SLA, AHT, FCR, and other contractual metrics.
Manage team attrition and shrinkage through proactive engagement and workforce planning.
Conduct regular coaching, feedback sessions, and audits to enhance performance quality.
Monitor and track KPI/KRA performance; publish reports and highlight gaps with action plans.
Handle conflict resolution within the team and act as the first point of escalation for customer issues.
Conduct performance reviews, floor support, and motivational sessions to maintain a high-performance culture.
Collaborate with Quality and Training teams to close knowledge/skill gaps.
Requirements1–4 years of experience as a Team Leader in international BPO voice process.
Strong track record in people management, performance coaching, and conflict handling.
Excellent knowledge of operational metrics (AHT, SLA, FCR, CSAT/DSAT, shrinkage, attrition, audits, KPIs & KRAs).
Excellent communication, analytical, and problem-solving skills.
Willingness to work in a 24×7 environment (rotational shifts).
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