Team Lead, Management

Job Title:

Team Leader (Customer Service)      Company:
Teleperformance

Location:

Malad (Aspee)
Working Days: 6 Days a Week

Shift: General Shift
Salary:
Up to ₹ 6.2 LPA

Job Summary
The Customer Service Team Lead will be responsible for managing a team of Customer Service Representatives, driving operational excellence, achieving client and business KPIs, improving customer experience, and fostering employee engagement. The role requires strong leadership, people management, performance coaching, and stakeholder management skills in a fast-paced BPO environment.

Key Responsibilities (KRA)
Team Management & Leadership
Lead, coach, and develop a team of Customer Service Associates.
Conduct regular performance reviews, coaching sessions, and action plans.
Drive employee engagement, motivation, and retention initiatives.
Manage attendance, schedules, and workforce adherence.

Operational Excellence
Ensure achievement of all process and client-defined KPIs.
Monitor real-time team performance and implement corrective actions.
Handle customer escalations and complex service issues.
Ensure compliance with SOPs, quality standards, and company policies.

Performance Management
Track individual and team productivity metrics.
Identify performance gaps and implement improvement plans.
Partner with Training and Quality teams to improve service delivery.

Client & Stakeholder Management
Support operational reviews and business updates.
Ensure adherence to client SLAs and contractual obligations.
Drive continuous improvement initiatives and process efficiencies.

Reporting & Analytics
Analyze performance trends and prepare operational reports.
Provide insights and recommendations to improve team performance and customer experience.

Key Performance Indicators (KPIs)
Customer Metrics
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Customer Effort Score (CES)
First Call Resolution (FCR)
Repeat Contact Rate
Quality & Compliance
Quality Audit Score
Compliance Score
Error Rate / Defect Rate
Process Adherence
Productivity Metrics
Average Handling Time (AHT)
Average Speed of Answer (ASA)
Tickets/Contacts Handled per Agent
After Call Work (ACW)
Utilization/Productivity %
Occupancy Rate
Workforce Management Metrics
Schedule Adherence
Attendance %
Shrinkage %
Planned vs. Unplanned Leave %
Rostering Compliance
Team Health Metrics
Attrition %
Employee Engagement Score
New Hire Retention %
Internal Promotion Rate
Coaching Effectiveness Score
Service Delivery Metrics
Service Level Achievement (SLA)
Resolution Turnaround Time (TAT)
Backlog Management
Escalation Rate
Client Satisfaction Score (C-SAT)
Financial Metrics
Cost per Contact
Revenue/Productivity Achievement (where applicable)
Budget Adherence
Overtime Management
Required Skills
Strong people management and coaching skills.
Excellent verbal and written communication.
Knowledge of contact center operations and workforce management principles.
Expertise in KPI management, root cause analysis, and performance improvement.
Proficiency in MS Excel, PowerPoint, and CRM tools.
Ability to work in rotational shifts and a target-driven environment.

Preferred Qualifications
Graduate in any discipline.
Experience handling Voice, Chat, Email, or Blended processes.
Exposure to WFM, Quality, and Client Management frameworks.
Six Sigma/Lean certification will be an added advantage.

Interested candidates can share their resume at:
manasi.vi