Team Lead

7 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 -

  • Performance Marketing Lead

    2 days ago

    Gurgaon, Haryana, India Team Pumpkin Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    SummaryWe are seeking a highly experienced and results-driven professional to join our Paid Media department as a Lead. The ideal candidate will have at least 5 years of hands-on experience managing Paid Media campaigns across diverse platforms and industries. In this role, you will drive the company's digital marketing strategy, lead a talented team, and...

  • Lead - Paid Media

    1 week ago

    Gurgaon, Haryana, India Team Pumpkin Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Job Title: Lead - Paid MediaSummary:We are seeking a highly experienced and results-driven individual to join our Paid Media department as a Lead. The ideal candidate will have at least 4 years of experience in managing Paid Media campaigns across various platforms and industries. As the Lead - Paid Media, you will play a crucial role in driving our...

  • Team Lead

    1 week ago

    Gurgaon, Haryana, India Makoto HR Solutions Full time ₹ 30,00,000 per year

    Exciting Job Opportunity with a Leading IPC We are hiring for Team Lead - Associate Director/Director - Office Leasing Transactions Location: Gurgaon Compensation: upto 30 LPA Looking for professionals with experience in commercial real estate transactions & office space leasing Preference for candidates from IPC / broking firms Must have strong expertise...

  • Team Lead

    4 days ago

    Gurgaon, Haryana, India Ambak Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Key Responsibilities:Tele-Sales Team ManagementManage and lead a team of 15–20 outbound tele-sales executivesEnsure daily performance targets (logins, calls, conversions) are met and exceededConduct regular team huddles, feedback sessions, and performance reviewsOperational Metrics Ownership:Monitor and drive KPIs including:Attrition, Shrinkage, Occupancy,...

  • Team Lead

    2 days ago

    Gurgaon, Haryana, India Zero Brokerage Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Team Lead – Real Estate SalesLocation: Gurgaon (On-site)Work Schedule: 6 Days a WeekEmployment Type: Full-TimeIndustry: Real Estate / PropertyCompany OverviewZero Brokerage is a luxury real estate brokerage firm committed to offering transparent and customer-centric services. We specialize in premium residential and commercial real estate projects across...

  • Team Lead

    2 weeks ago

    Gurgaon, Haryana, India Converge Staffing Solutions Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Location- GurugramJob Summary: We are seeking an experienced and dynamic Team Lead Software Developer to lead a team of developers working on AI-driven solutions. This role involves guiding and mentoring the team, while ensuring high-quality development and timely delivery of features.We want Full Stack 6 yrs with Gen AI expResponsibilities:Lead and manage a...

  • Team Lead

    4 days ago

    Gurgaon, Haryana, India Amazon Fulfillment Centre and Service Provider Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Company DescriptionAmazon Fulfillment Centre and Service Provider is an authorized service center supporting Amazon sellers. With two centers in Tamil Nadu, we aim to enhance convenience for sellers by offering comprehensive warehousing, seller onboarding, merchant fulfillment, cataloging, and account management services. Our focus is on streamlining...

  • Team Lead

    4 days ago

    Gurgaon, Haryana, India Technians is now Nians Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Position: Team Lead - Paid MediaExperience:2+ yearsLocation:Sector 48, GurugramAs the Paid Media Team Lead specializing in Google platforms, you will be responsible for developing, implementing, and optimizing effective advertising campaigns across all paid media platforms.Roles & Responsibilities:Lead and manage a team of paid media specialists, providing...

  • Team Lead

    2 days ago

    Gurgaon, Haryana, India Valuedrive Technologies Full time ₹ 5,00,000 - ₹ 12,00,000 per year

    We are looking for a Team Lead Motor Insurance with hands-on experience in managing a team and driving business performance. The ideal candidate should have a strong understanding of the Motor Insurance domain and ensure compliance with all mandatory insurance requirements.Key Responsibilities:Lead and manage a team to achieve business targets in the motor...

  • Team Lead

    1 week ago

    Gurgaon, Haryana, India AGRIM Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Job Title:Team Lead – Accounts PayableDepartment:Finance & AccountsLocation:GurgaonReports To:Assistant Manager / Manager – Finance EmploymentType:Full-timeRole OverviewWe are looking for a detail-oriented and experiencedTeam Lead – Accounts Payableto oversee the day-to-day operations of the AP function. The ideal candidate will lead a team responsible...