Job Description

Team Lead, Service Delivery

Team Lead, Service Delivery

Role Summary

The Team Leader (TL) will be responsible for managing a team of approximately 15 agents and ensuring consistent achievement of client-defined targets. The role requires a proactive, self-driven leader who can independently analyze performance, drive engagement, and deliver results with minimal supervision.

Key Responsibilities

People Management & Engagement

Lead and manage a team of 15 agents, fostering a high-performance and high-engagement culture. Drive team motivation, ownership, and accountability through regular coaching and feedback. Proactively manage absenteeism and attrition within the team through effective engagement and timely interventions. Identify early indicators of disengagement or performance risk and take corrective action.

Performance Management & Client Delivery

Own and consistently deliver team performance across all client KPIs, including

CSAT, AHT, CPH, and Quality

. Ensure client deliverables are met without exception, while maintaining required service and quality standards. Translate client expectations and performance targets into clear, actionable goals for the team. Act as the first level of escalation for performance or delivery-related issues.

Operational Ownership & Analysis

Demonstrate a proactive approach to problem-solving, anticipating issues before they impact delivery. Independently analyze team performance data and identify trends, risks, and improvement opportunities. Drive corrective and preventive actions based on insights from performance metrics. Ensure adherence to client processes, internal policies, and compliance requirements.

Skills & Competencies

Strong people leadership and coaching capabilities Proven ability to manage and improve KPIs such as CSAT, AHT, CPH, and Quality High ownership mindset with a proactive and solution-oriented approach Strong analytical capability with the ability to perform independent analysis Excellent communication and stakeholder management skills Computer savvy

Preferred Experience & Qualifications

Prior experience as a Team Leader or in a similar people management role (BPO / contact center preferred) Clear understanding of Team Leader responsibilities and client delivery expectations Experience managing performance metrics, absenteeism, and attrition

Primary Location

: India-Gujarat-Ahmedabad