Team Lead, Management

Location: Vasanthanagar

Job Summary
We are seeking an experienced and motivated Team Leader to manage a team of customer service representatives in a fast-paced BPO environment. The Team Leader will be responsible for driving team performance, ensuring service quality, meeting client KPIs, and fostering employee engagement while delivering exceptional customer experiences.

Key Responsibilities
Lead, coach, and motivate a team of customer service associates to achieve performance targets.
Monitor daily operations and ensure adherence to company policies and client requirements.
Track team performance against key metrics such as productivity, quality, attendance, AHT, CSAT, and SLA compliance.
Conduct regular performance reviews, feedback sessions, and coaching meetings.
Handle escalated customer concerns and provide timely resolutions.
Prepare and maintain performance reports and management dashboards.
Identify training and development needs and coordinate with the training team.
Support workforce planning, scheduling, and resource allocation.
Drive employee engagement initiatives to maintain a positive work environment.
Collaborate with Quality, Training, Operations, and HR teams to ensure operational excellence.
Ensure compliance with company policies, data security, and process guidelines.
Participate in client reviews and implement action plans for continuous improvement.

Required Qualifications
Bachelor's degree in any discipline.
2-5 years of experience in a BPO/Contact Center environment.
Minimum 1 year of experience as a Team Leader, SME, or Acting Team Leader.
Strong knowledge of customer service operations and performance management.
Proficiency in MS Office (Excel, PowerPoint, Word).

Experience with CRM and contact center tools is preferred.
Required Skills
Leadership and people management
Coaching and mentoring
Performance management
Customer service orientation
Problem-solving and decision-making
Analytical and reporting skills
Excellent communication skills
Conflict resolution
Time management
Stakeholder management
Key Performance Indicators (KPIs)
Customer Satisfaction (CSAT)
Quality Scores
Service Level Adherence (SLA)
Average Handle Time (AHT)
First Call Resolution (FCR)
Productivity and Utilization
Attendance and Shrinkage Management
Employee Retention and Engagement
Preferred Attributes
Ability to work in rotational shifts.
Strong multitasking skills and ability to perform under pressure.
Results-driven with a focus on continuous improvement.
Positive attitude and strong interpersonal skills.

Location:

Bangalore

Shift:  Rotational / 24x7 Operations

Employment Type:

Full-Time

Reports To:

Operations Manager / Assistant Manager Operations

Regards,
Yamanur HR team.
Contact:  or yamanurapp with your resume and Mention that you're applying for Bangalore TL