Furdeco is looking for an experienced Team Leader to manage a team within a voice process in the logistics domain. The ideal candidate should have strong experience in team handling, KPI management, and driving performance in a fast-paced BPO environment.
Key Responsibilities
- Manage and lead a team of 20+ Customer Support Executives (CSEs)
- Drive team performance on key metrics (KPI/KRA, AHT, CSAT, Productivity)
- Conduct regular team huddles, coaching sessions, and performance reviews
- Handle escalations and critical customer concerns
- Monitor daily operations and ensure SLA adherence
- Identify process improvement opportunities and implement best practices
- Collaborate with internal stakeholders for smooth operations
Eligibility Criteria
- 3–6 years of experience in BPO / Voice Process
- Minimum 2-3 years as Team Leader / Acting TL / SME
- Proven experience in handling 20+ agents
- Strong understanding of KPIs/KRAs and team performance metrics
- Excellent communication and leadership skills
What We’re Looking For
- Strong people management & team handling skills
- Problem-solving and decision-making ability
- Experience in process improvement initiatives
- High ownership and accountability
Why Join Furdeco?
- Competitive salary (best in market)
- Fast career growth opportunities
- Dynamic and supportive work environment
- Immediate joiners preferred
Pay: ₹35,000.00 - ₹70,000.00 per month
Benefits:
Work Location: In person
