Job Summary
We are looking for an experienced and responsible Team Leader to manage a team, monitor daily performance, achieve operational targets, and ensure quality customer service. The ideal candidate should have strong leadership, communication, problem-solving, and team-management skills.
Key Responsibilities
- Manage and supervise a team of employees and ensure smooth day-to-day operations.
- Set daily, weekly, and monthly targets and ensure achievement of team KPIs.
- Monitor individual and team performance, productivity, attendance, and adherence.
- Conduct regular team huddles, performance reviews, and feedback sessions.
- Provide coaching and training to improve employee performance.
- Monitor calls, customer interactions, and work quality wherever applicable.
- Identify performance gaps and take corrective actions.
- Prepare and share daily/weekly/monthly performance reports with management.
- Handle escalations and resolve operational or customer-related issues.
- Coordinate with HR, management, and other departments for operational requirements.
- Ensure compliance with company policies, process guidelines, and quality standards.
- Motivate team members and maintain a positive and productive work environment.
- Support recruitment, onboarding, and training of new team members when required.
Required Skills
- Excellent verbal and written communication skills.
- Strong leadership and people-management abilities.
- Good knowledge of MS Excel, Google Sheets, and reporting tools.
- Strong analytical and problem-solving skills.
- Ability to handle pressure and meet strict deadlines.
- Good understanding of KPIs, productivity, quality, and performance metrics.
- Strong decision-making and conflict-resolution skills.
- Ability to motivate and manage a diverse team.
Qualification
- Any Graduate / Postgraduate.
- Candidates with relevant BPO, customer support, healthcare, telecalling, or operations experience will be preferred.
Experience
- 2–5 years of relevant experience, preferably with at least 1 year in a Team Leader / Senior Executive role.
- Experience managing a team of 10–20+ members will be an added advantage.
Key Performance Indicators (KPIs)
- Team productivity and target achievement
- Attendance and employee adherence
- Quality and accuracy
- Customer satisfaction
- Team retention and engagement
- Daily/weekly/monthly reporting
- Process compliance
Pay: ₹35,000.00 - ₹55,000.00 per month
Benefits:
- Health insurance
- Internet reimbursement
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
