Team Lead

11 hours ago

Gurgaon, Haryana, India Iqubit Consulting Full time ₹ 2,00,000 - ₹ 6,00,000 per year

We are looking for a Team Lead who can drive operational excellence, manage performance metrics, and lead a team of chat support executives to deliver outstanding customer experience. The role requires hands-on experience in managing KPIs such as AHT, CSAT, Attrition, and SLA adherence in a fast-paced BPO environment.

Key Responsibilities:

  • Lead, coach, and manage a team of chat/email support executives to meet business goals and KPIs.
  • Ensure AHT (Average Handling Time), CSAT (Customer Satisfaction Score), FCR (First Contact Resolution), and SLA (Service Level Agreement) targets are consistently met.
  • Drive initiatives to reduce attrition and improve employee engagement and retention.
  • Monitor team performance through real-time dashboards, reports, and quality audits.
  • Conduct regular one-on-one coaching sessions, performance reviews, and feedback discussions to enhance individual productivity and quality.
  • Handle customer escalations effectively and ensure prompt resolution within SLA.
  • Analyze team performance metrics to identify trends, root causes, and improvement opportunities.
  • Partner with Quality, Training, and Workforce Management teams to ensure process compliance and continuous improvement.
  • Prepare and publish daily/weekly/monthly MIS reports on performance metrics and operational highlights.
  • Ensure adherence to company policies, process discipline, and professional standards at all times.

Desired Candidate Profile:

  • Graduate in any discipline., with good communication skills in English and Hindi.
  • Minimum 3 years of BPO experience with at least 1 year in a Team Lead role (Chat/Email process preferred).
  • Proven track record of managing performance metrics such as AHT, CSAT, Attrition, Productivity, and Quality Scores.
  • Strong people management, analytical, and communication skills (written & verbal).
  • Proficient in MS Excel, MIS reporting, and data interpretation.
  • Ability to handle high-volume chat operations and drive results in a deadline-driven environment.
  • Flexible to work in rotational shifts, weekends, and holidays as per process needs.

Key Skills:

Team Management, Chat Process, Email Support, People Handling, Attrition Control, CSAT Improvement, AHT Optimization, SLA Management, Quality Monitoring, Escalation Handling, Coaching, MIS Reporting, BPO Operations

Salary Offered - upto 40 K CTC based on your last drawn, 6 days working (NO CABS)

Shift Window- 8 AM to 12 AM (any 9 hour shift - midshift)

Should the role interest you, please share your resume -

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