The Team Leader will be responsible for managing a team of customer support executives to ensure performance targets are met and service levels are maintained. This role involves monitoring team metrics, motivating agents, conducting training sessions, and driving continuous improvement in process quality and efficiency.
Key Responsibilities:
Lead, motivate, and manage a team of customer service executives (voice/non-voice/inbound/outbound).
Ensure daily KPIs such as AHT, SLA, CSAT, and FCR are consistently achieved.
Conduct daily briefings and regular performance reviews with team members.
Monitor calls/chats/emails to ensure quality and adherence to process guidelines.
Provide real-time floor support and resolve escalated customer issues.
Coordinate with QA, Training, and HR to improve team performance and retention.
Prepare and share daily/weekly/monthly reports with management.
Identify skill gaps and plan refresher or upskilling sessions.
Drive engagement and maintain a positive work environment within the team.
Key Skills & Competencies:
Strong leadership and people management skills.
Excellent communication (verbal and written) and interpersonal abilities.
Good analytical and problem-solving skills.
Sound understanding of BPO metrics and performance management.
Proficiency in MS Excel and report generation.
Ability to handle pressure and meet deadlines.
Qualifications & Experience:
Graduate in any discipline.
1-3 years of experience in BPO operations, with at least 1 year in a Team Leader role.
Experience in [Inbound/Outbound ]
Job Type: Full-time
Pay: ?20,000.00 - ?30,000.00 per month
Work Location: In person
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