Customer Support Bpo Team Leader

Job Description – Team Leader (BPO/Customer Service)

Job Title: Team Leader

Location: As per business requirement

Qualification: Graduate

Experience: Prior experience as a Team Leader in a BPO/Customer Service environment preferred

Joining: Immediate Joiners Preferred

Job Overview

We are looking for experienced and dynamic Team Leaders to manage and support a team in a BPO/Customer Service environment. The ideal candidate should have strong communication, leadership, team management, and operational skills, with the ability to drive team performance and achieve business targets.

Key Responsibilities

- Manage, lead, and motivate a team of Customer Service Executives/Associates.

- Monitor daily team performance and ensure achievement of assigned targets and KPIs.

- Conduct regular team meetings, briefings, and performance reviews.

- Provide coaching, feedback, and training to improve employee performance and productivity.

- Handle team escalations and support team members in resolving customer-related issues.

- Monitor attendance, adherence, productivity, quality, and overall team performance.

- Prepare and share daily, weekly, and monthly performance reports.

- Identify performance gaps and implement improvement plans.

- Ensure compliance with company policies, processes, and operational guidelines.

- Coordinate with Operations, Quality, Training, HR, and other internal teams.

- Maintain a positive and productive work environment within the team.

- Support management in achieving overall business and operational objectives.

Required Skills & Qualifications

- Graduate in any discipline.

- Prior experience as a Team Leader in BPO, Customer Service, or Contact Center operations is preferred.

- Strong verbal and written communication skills.

- Excellent team handling and people management abilities.

- Good knowledge of performance management and KPI tracking.

- Strong problem-solving and decision-making skills.

- Ability to handle escalations and work under pressure.

- Good operational and reporting skills.

- Basic knowledge of MS Excel and reporting tools is preferred.

- Ability to motivate and engage team members.

Preferred Candidate Profile

- Candidates with prior experience in BPO/Customer Support/Customer Service operations.

- Strong leadership and team management experience.

- Target-oriented and performance-driven mindset.

- Excellent interpersonal and communication skills.

- Immediate Joiners or candidates with a short notice period will be preferred.

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 2 years of experience.