Team Lead

3 days ago

Delhi, Delhi, India People Staffing Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role Overview

We are seeking a dynamic and people-focused
Team Leader – Operations
with experience in I
nternational 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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