Customer Support Bpo Team Leader

Job Title: Team Leader- Operations (3+ Years of Experience)

Job Location: Mohali /Karnal Office

Shift: Rotational (India & US Day Hours)

Company- Dire Surveillance

Annual CTC: Based on past experience / Last CTC

We are seeking a dynamic and experienced Team Leader to oversee operations across

Morning, Evening, and Night shifts at our Mohali/Karnal location. The ideal candidate

will have a minimum of 3+ years of experience in operations, possess a bachelor's or

master's degree, and demonstrate excellent communication skills in English. The Team

Leader will be responsible for managing teams, ensuring service quality, meeting KPIs,

and maintaining high standards of operational efficiency.

Key Responsibilities:

1. Client Relations:

 Provide best-in-class services to clients and prioritize their service requests.

 Engage with clients regularly to gather feedback, suggestions, and identify areas

for improvement.

 Maintain and update the client communication matrix consistently.

 Keep the team informed of management updates.

 Work towards expanding and enhancing the existing client base.

 Handle escalation management effectively.

 Operations & Project Management:

 Manage and motivate team members, assigning daily and monthly targets.

 Ensure the team achieves daily/monthly organizational goals.

 Review team performance regularly and implement strategies for improvement.

 Manage team rosters to minimize leave and day-offs.

 Communicate daily performance updates to the team via group messages.

 Submit daily performance reports through automated portal.

 Monitor and improve team quality levels.2. Daily Reports & MIS:

 Review daily reports and provide constructive feedback.

 Maintain accurate and up-to-date reports in the portal.

3. Training & Development:

 Identify training needs related to processes and interpersonal skills.

 Conduct training sessions to enhance team members’ confidence, product

knowledge, and communication skills.

 Facilitate process improvements and knowledge sharing through calibration

sessions.

4. Miscellaneous:

 Prioritize high-importance tasks and complete them promptly.

 Complete tasks assigned by management within stipulated timelines.

 Ensure employees follow instructions from supervisors and adhere to company

policies.

 Maintain office decorum and ensure adherence to organizational standards.

 Enforce communication in English during shifts.

Qualifications & Skills:

 Bachelor’s or Master’s degree in relevant field.

 Minimum of 3+ years of experience in operations management.

 Excellent communication skills in English.

 Strong leadership, team management, and interpersonal skills.

 Ability to handle client interactions and escalation processes.

 Proficiency in reporting tools and project management software.

 Flexibility to work across morning, evening, and night shifts.

If you meet the above criteria and are passionate about leading teams to operational

excellence, we invite you to apply for this exciting opportunity.

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 4 years of experience.