Job Title: Team Leader – Operations
Industry: BPO / Customer Service
Experience: Minimum 1 year as a Team Leader
Location: salt lake , sec v
Key Responsibilities
- Manage and lead a team of Customer Service Executives (CSEs) and SMEs.
- Ensure team performance meets defined KPIs, including SLA, productivity, quality, and attendance.
- Monitor daily operations and drive team performance to achieve business objectives.
- Handle escalations and provide timely resolutions to customer and process-related issues.
- Coach, mentor, and motivate team members to improve performance and engagement.
- Conduct regular performance reviews, feedback sessions, and team huddles.
- Prepare and maintain daily, weekly, and monthly MIS reports using Microsoft Excel.
- Monitor shrinkage, attrition, CSAT, and DSAT metrics and implement action plans for improvement.
- Drive sales performance through effective upselling and cross-selling techniques (where applicable).
- Coordinate with internal stakeholders to ensure smooth operational workflow.
Eligibility Criteria
- Minimum 1 year of on-paper experience as a Team Leader in a BPO.
- Experience managing a team of Executives and/or SMEs.
- Must have experience in Inbound or Outbound BPO processes.
- Strong understanding of operational metrics such as SLA, Shrinkage, Attrition, CSAT, and DSAT.
- Good knowledge of Upselling and Cross-selling practices.
- Microsoft Excel proficiency is mandatory (Pivot Tables, VLOOKUP/XLOOKUP, reporting, basic formulas).
- Excellent communication, leadership, problem-solving, and people management skills.
- Graduate preferred.
Preferred Skills
- Team handling and performance management.
- Strong analytical and reporting skills.
- Ability to work under pressure and meet operational targets.
- Customer-focused approach with excellent stakeholder management skills.
Pay: ₹20,000.00 - ₹30,000.00 per month
Benefits:
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
