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.
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.
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