
04/09/2025) Team Lead
3 weeks ago
We are seeking a dynamic and people-focused Team Leader – Operations with experience in International voice processes. 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.
Requirements
- 1–4 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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