JOB DESCRIPTION
Position : Team Leader
Department : Bose Operations
Reports To
Shift Manager
Operations Manager
Senior Operations Manager
Supervises
Customer Service Associates
Position Summary:
The Team Leader is responsible for leading, coaching, and developing a team of Customer Service Associates to consistently achieve client and organizational goals related to quality, productivity, attendance, customer satisfaction, and operational excellence. The role is accountable for performance management, employee engagement, process improvement, customer escalations, and ensuring compliance with organizational policies, quality standards, and information security requirements.
Key Responsibilities:
Team Leadership:
· Ensure the team consistently meets quality, productivity, attendance, and performance standards.
· Conduct daily start-of-shift huddles.
· Lead team meetings using effective communication and presentation skills.
· Issue written and verbal instructions to team members regarding operational goals and performance expectations.
· Determine work procedures and expedite workflow to achieve business objectives.
· Foster employee engagement and promote company and program initiatives.
· Recognize outstanding performance and celebrate team successes.
Performance Management & Coaching:
· Coach each team member at least once per week on key performance metrics.
· Deliver regular performance appraisals and feedback.
· Monitor employee performance, behavior, and adherence to company policies.
· Listen to and evaluate a minimum of two customer calls per agent each week.
· Implement client call grading standards.
· Identify employees with leadership potential and support their development.
· Apply effective performance improvement and disciplinary processes when performance or behavioral standards are not met.
Customer & Client Management:
· Monitor customer calls, emails, and other communication channels to evaluate:
· Technical accuracy
· Customer handling
· Professional demeanor
· Compliance with company policies
· Provide coaching and corrective actions where necessary.
· Handle positive customer escalations and supervisor escalations from frontline agents as required.
· Recommend corrective services within approved client guidelines to resolve customer concerns.
· Respond to incoming customer calls for a minimum of four hours per week.
Operational Management:
· Work closely with Shift Managers and Operations Management to improve operational processes and eliminate recurring issues.
· Inform RTAs, Shift Managers, and clients whenever systems or operational processes are not functioning effectively.
· Resolve employee concerns and workplace grievances.
· Lead or participate in special projects as assigned.
· Utilize all required internal and external work tools effectively.
Compliance & Information Security
· Uphold the principles of the Quality Information Security Management System (QISMS).
Protect organizational assets by ensuring:
· Confidentiality
· Integrity
· Availability of information
· Establish, implement, and continuously improve information security practices within the assigned area.
· Develop and maintain procedures to safeguard classified and confidential information.
· Report all information security incidents, losses, weaknesses, software/hardware failures, and confidentiality breaches immediately to the appropriate authority.
· Participate in all required Information Security, PCI-DSS, and QISMS awareness and training programs.
Competency Requirements:
· Moderate Competency
· Facilitation Skills
· Process Improvement
· Expert Competency
· Coaching & Development
· Performance Management
· Monitoring Performance & Behavior
· Product Knowledge
· Communication Skills (Verbal & Written)
· Customer Service Orientation
· Computer Literacy
· Sense of Urgency
· People Management
· Team Orientation
· Passion for Excellence
· Interpersonal Skills
· Work Organization
· Drive for Results
· Change Management
· Analytical Skills
· Reasoning & Problem Solving
Education & Experience
· Bachelor's Degree (4-year degree) preferably in:
Management
Marketing
Related discipline
· Candidates without a four-year degree require BUH approval.
· Minimum 2–3 years of experience in a Call Center environment.
· Experience in one or more of the following:
Customer Service
Sales
Technical Support:
· Workforce Management (preferred)
Computer Skills:
· Microsoft Excel
· Microsoft Word
· Microsoft PowerPoint
· Work Environment
· Professional office environment
· Business casual attire
· Physical & Work Requirements
· Flexible working hours based on business requirements.
May require:
· Rotational shifts
· Non-consecutive weekly offs
· Overtime
· Weekend work
· Holiday work
· May be assigned to different sites as required.
· Must be willing to travel internationally for client meetings when required.
· Must successfully complete Product-Specific Training and all required certifications, including Performance Coaching Certification.
· Success Measures
The Team Leader will be evaluated based on:
· Quality performance
· Productivity achievement
· Attendance compliance
· Customer Satisfaction (CSAT)
· Coaching effectiveness
· Team engagement
· Employee development
· Escalation handling
· Process compliance
· Information Security compliance
· Client satisfaction
· Achievement of business KPIs
Pay: ₹500,000.00 - ₹1,000,000.00 per year
Benefits:
- Paid time off
- Provident Fund
Work Location: In person
