Bpo Team Lead

4 days ago

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

GLOBIVA is hiring for Team Leader.

Location- Sector 18, Gurgaon (Haryana)

6 days working

Rotational shifts and Rotational week-off

Note:- There is no night shift for female employee

Key Responsibilities:

Performance Management:

  • Drive the team to meet/exceed process KPIs:
  • SLA (Service Level Agreement) adherence
  • AHT (Average Handling Time)
  • CSAT (Customer Satisfaction Score)
  • FCR (First Call Resolution)
  • Quality scores / Error rates
  • Productivity and occupancy targets
  • Monitor real-time performance dashboards and take corrective actions to achieve targets.

Team Supervision & Development:

  • Lead, coach, and motivate a team of [X] associates to deliver exceptional customer experience.
  • Conduct regular performance reviews, one-on-ones, feedback sessions, and performance improvement plans.
  • Monitor attendance, schedule adherence, shrinkage, and minimize unplanned absenteeism.
  • Manage team attrition through engagement, grievance handling, and career development discussions.

Reporting & Analysis:

  • Track, analyze, and report daily/weekly/monthly performance metrics.
  • Share insights with management on trends and improvement opportunities.

Process Improvement & Customer Experience:

  • Ensure consistent customer experience aligned with client expectations and company standards.
  • Identify training needs and recommend refresher sessions to improve performance.
  • Handle escalated customer queries professionally and provide timely resolution.

Desired Skills & Competencies:

  • Strong understanding of Domestic BPO KPIs: SLA, AHT, CSAT, Attrition, Shrinkage, Schedule Adherence, Quality.
  • Good people management, coaching, and mentoring skills.
  • Excellent communication (Hindi & English) and interpersonal skills.
  • Ability to analyze data, identify gaps, and implement action plans.
  • Ability to handle pressure and manage conflicts within the team.
  • Basic proficiency in MS Excel, PowerPoint, and reporting tools.

Qualifications & Experience:

Graduate in any stream.

Minimum 1-3 years experience as a Team Leader in Domestic BPO (voice/non-voice).

Experience managing a team in [Inbound / Outbound / Blended] process preferred.

Contact Person

HR Supriya Whatsapp your CV)

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