Bpo Team Leader

We are looking for an experienced Team Leader (TL) to manage day-to-day operations, lead a team of customer support executives, ensure smooth process delivery, and meet client expectations. The ideal candidate should have strong people management skills, operational knowledge, and a client-focused approach.

Key Responsibilities

• Handle and manage a team of customer support agents.

• Ensure smooth daily operations and adherence to SLAs, KPIs, and quality standards.

• Monitor agent performance and provide regular coaching and feedback.

• Manage attendance, productivity, and employee engagement.

• Act as the first level of escalation for operational and client issues.

• Coordinate with QA, Training, and Management teams for performance improvement.

• Prepare and share daily/weekly reports on performance and productivity.

• Ensure compliance with process guidelines, data security, and company policies.

Required Skills

• Strong leadership and people management skills

• Excellent communication and interpersonal skills

• Good understanding of BPO operations and metrics (SLA, AHT, CSAT, QA)

• Problem-solving and decision-making abilities

• Client-handling and escalation management skills

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 5 years of experience.