Team Leader

23 hours ago

Pune, Maharashtra, India 80699adb-2aed-411e-9389-ed5770fe0368 Full time ₹ 5,00,000 - ₹ 15,00,000 per year

Department: Operations – Customer Services

Location: Pune

Reports To: Operations Manager

Job Summary:

The Customer Services Team Leader will be responsible for managing a team of customer service representatives in an international BPO environment. The role involves ensuring high-quality service delivery, meeting performance targets, and fostering a positive team culture. The ideal candidate will have strong leadership skills, excellent communication abilities, and experience in handling international customers.

Key Responsibilities:

  • Team Management:
  • Lead, motivate, and manage a team of customer service agents to achieve KPIs and SLAs.
  • Conduct regular team meetings, coaching sessions, and performance reviews.
  • Operational Excellence:
  • Monitor daily operations to ensure adherence to process and quality standards.
  • Handle escalations and resolve complex customer issues promptly.
  • Conduct performance based Monthly review and 1:1 with the agents
  • Co-ordinate with operations manager to execute action plans for continuous improvement of the process
  • Performance Monitoring:
  • Track and analyze team performance metrics (AHT, CSAT, FCR, etc.).
  • Implement improvement plans for Bottom quartile team members.
  • Implement feedback on Outliers
  • Should be able to coach and lead from the front
  • Training & Development:
  • Identify skill gaps and coordinate training programs.
  • Ensure team members are updated on product knowledge and process changes.
  • Compliance & Reporting:
  • Maintain compliance with company policies and client requirements.
  • Prepare and submit daily/weekly/monthly performance reports to management.

Required Skills & Qualifications:

  • Education: Graduate in any discipline (preferred).
  • Experience:
  • Minimum 4–5 years in an international BPO environment.
  • At least 2 years in a team leader and must have been in a contact center environment
  • Skills:
  • Strong leadership and people management skills.
  • Excellent verbal and written communication in English.
  • Proficiency in MS Office and CRM tools.
  • Ability to work in a fast-paced, target-driven environment.

Key Competencies:

  • Customer-centric approach
  • Problem-solving and decision-making
  • Time management and organizational skills
  • Ability to handle pressure and meet deadlines

Work Schedule:

  • Fix night shift – 11:30 PM -08:30 AM
  • 5-day work week

Benefits:

  • Competitive salary and performance incentives
  • Health insurance and other benefits
  • Career growth opportunities within the organization

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