Customer Support Bpo Team Leader

JOB DESCRIPTION

Team Leader – Tanishq Department: Operations

Employment Type: Full-Time

Job Summary

We are looking for a dynamic and results-driven Team Leader to lead a team of call center agents in a fast-paced BPO environment. The role is responsible for driving team performance, ensuring service quality, achieving operational KPIs, and delivering an exceptional customer experience through effective leadership, coaching, and performance management.

Key Responsibilities • Lead, coach, and motivate a team of call center agents to achieve business objectives.

• Conduct daily team huddles, performance reviews, and regular coaching sessions.

• Monitor team performance against KPIs and implement action plans to improve productivity, quality, and conversion.

• Ensure adherence to quality standards, SLAs, compliance requirements, attendance, and process guidelines.

• Monitor customer interactions and provide constructive feedback to enhance customer satisfaction and First Call Resolution (FCR).

• Manage daily operations, workforce utilization, shift adherence, and team discipline.

• Handle customer and operational escalations, perform root cause analysis, and ensure timely resolution.

• Collaborate with Quality, Training, HR, and Operations teams to improve overall team performance.

• Prepare and present daily, weekly, and monthly performance reports to management.

• Drive continuous learning through process refreshers, coaching, and skill development initiatives. Key Performance Indicators (KPIs)

• Metric Target Weightage Description Average Connects 60 30% Maintain consistent daily connect rates for the team.

• Quality Score90% 25% Ensure quality audits meet or exceed expectations.

• Average Lead-to-Sale (L2S)12 30%Drive higher lead conversion through effective coaching.

• PKT (Product Knowledge Test)90% 10% Ensure team proficiency through training and assessment. On-time Login 90% 5% Maintain punctuality and adherence to shift schedules.

Required Skills

• Strong leadership, coaching, and people management skills.

• Excellent communication in English and Hindi (Mandatory).

• Strong analytical, problem-solving, and decision-making abilities.

• Proficiency in MS Excel and performance reporting.

• Ability to work in a fast-paced, target-driven environment with a customer centric approach.

Eligibility :

• Graduate in any discipline.

• 2–4 years of experience in the BPO sector is mandatory.

• Minimum 2 year of experience as a Team Leader or in a people management role preferred.

• Experience in outbound contact center operations.

• Proven experience in managing KPIs, quality, productivity, and team Performance

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 3 years of experience.