Bpo Team Leader

Job Title: Team Leader – Customer Service

Location: Marol, Mumbai

Shift: Day Shift

Salary: Up to ₹6 LPA

Experience Required: Minimum 1 year as a Team Leader in a Customer Service/Operations environment

Job Summary:

We are seeking a dynamic and results-driven Team Leader to manage a team of customer service representatives. The ideal candidate should have hands-on experience with key operational metrics and people practices and should be passionate about delivering superior customer experiences.

Key Responsibilities:

• Lead, coach, and manage a team of customer service representatives to meet and exceed performance targets.

• Monitor and manage daily operations and ensure adherence to SLAs and KPIs.

• Ensure team alignment with defined KRAs and KPIs.

Analyze and report on key metrics:

• Attrition

• Shrinkage

• CSAT (Customer Satisfaction)

• NPS (Net Promoter Score)

• Occupancy

• Utilization

• Service Level

• Provide regular feedback, coaching, and performance appraisals for team members.

• Collaborate with quality, training, and workforce management teams to ensure smooth functioning.

• Handle escalations and ensure timely and effective resolution of customer concerns.

• Maintain a strong understanding of customer care processes, tools, and best practices.

Key Requirements:

• Minimum 1 year of experience as a Team Leader in a customer service/process-driven environment.

• Strong knowledge and hands-on experience with operational metrics and workforce management practices.

• Customer-centric mindset with excellent communication and interpersonal skills.

• Proficient in MS Office – Excel, Word, PowerPoint.

• Exposure to or knowledge of Green Belt, Lean, and Scheduling methodologies preferred.

• Ability to work under pressure and manage multiple priorities effectively.

Preferred Qualifications:

• Graduation in any stream.

• Certification in Six Sigma (Green Belt) or exposure to Lean practices is an added advantage.

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 6 years of experience.

More about this Bpo Team Leader job

1. What is the eligibility criteria to apply for this Bpo Team Leader job?
   Ans: The candidate should be Graduate and above and above with 2 - 6 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹35000 - ₹50000 per month that depends on your interview. It's a Full Time job in Mumbai.
3. How many working days are there for this Bpo Team Leader job?
   Ans: This Bpo Team Leader job will have 6 working days.
4. Are there any charges applicable while applying or joining this Bpo Team Leader job?
   Ans: No, there is no fee applicable for applying this Bpo Team Leader job and during the employment with the company, i.e., TECH MAHINDRA.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Bpo Team Leader role?
   Ans: There is an immediate opening of 2 Bpo Team Leader at TECH MAHINDRA
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Bpo Team Leader job?
   Ans: This Bpo Team Leader job has Day Shift.