SME / Team Lead / Senior Associate / Shrinkage / Sr Team Lead / BPO /

6 days ago

Bengaluru, Karnataka, India Inspiration Manpower Consultancy Full time ₹ 1,20,000 - ₹ 1,80,000 per year

Job Title: Team Leader BPO

Department: Operations

Job Type: Full-time

Location: Bangalore

Shift: Rotational / Night / Day / Fixed

Experience: 01 to 10 years (with minimum 1 year in a TL role)

Job Summary:

We are looking for a motivated and experienced Team Leader to manage a team of customer service executives in our BPO process. The ideal candidate will ensure operational efficiency, team performance, and high levels of customer satisfaction, while meeting all client KPIs and internal targets.

Key Responsibilities:

  • Lead, supervise, and support a team of 10 customer service associates in delivering excellent service across voice processes.
  • Monitor team performance through KPIs such as AHT, FCR, CSAT, QA scores, etc.
  • Conduct regular team meetings, coaching, one-on-ones, and performance reviews.
  • Drive daily, weekly, and monthly operational metrics and ensure SLA adherence.
  • Handle escalated customer issues and resolve them efficiently.
  • Coordinate with QA, Training, and Workforce Management to ensure smooth operations.
  • Prepare performance reports and share updates with operations management.
  • Identify process gaps and recommend improvements.
  • Motivate team members and foster a positive work environment.

Key Skills & Competencies:

  • Strong leadership and team management skills.
  • Excellent communication skills both verbal and written.
  • Analytical mindset with the ability to work with performance metrics.
  • Proficiency in CRM tools, MS Excel, and reporting dashboards.
  • Ability to handle pressure and manage shifts/rotational work hours.
  • Customer-focused with a problem-solving attitude.

Qualifications:

  • Graduate in any stream (preferred).
  • 110 years of total BPO experience with at least 1 year in a team lead role.

Experience in voice process.

Contact Point : Aditya : / / / / /

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