Roles And Responsibilities – Team Leader

Team Lead is responsible for supervising, developing, and supporting a team of Customer Service Representatives, ensuring operational excellence and consistent delivery of high-quality customer experience in a fast-paced international BPO environment.

Key Responsibilities

Team Leadership & Performance Management

Lead and manage a team of Customer Service Representatives, ensuring all performance metrics (FRT, AHT, CSAT/NPS, Quality, Shrinkage, Schedule Adherence, Attrition) targets are consistently met.
Conduct daily/weekly huddles, one-on-one coaching, and structured performance reviews to guide development and improve results.
Take an active role in mentoring agents, supporting skill building and providing guidance for career advancement.
Empower team members to work independently, take ownership of their tasks, and adopt a customer-first approach.

Operational Oversight & Customer Support

Monitor real-time queue across all channels (Phone/Webforms), making timely decisions on staffing and escalations to maintain service levels.
Manage and resolve complex queries with accuracy, empathy, and thorough follow-up.
Act as a dependable point of contact for customers and internal teams when managers are unavailable, ensuring uninterrupted operations.
Coach and train agents to maintain professional, empathetic communication and deliver high-quality customer experiences.

Quality Assurance & Operational Coaching

Conduct regular monitoring of (Phone/Webforms) events, Complete daily audits, and participate in calibration sessions with the Quality team to ensure consistency and fairness in scoring.

Provide timely floor-support and structured one-on-one coaching based on quality insights; track coaching adherence and drive targeted action plans to enhance AHT, NPS, Quality Scores, and First-Call Resolution.

Compile and deliver weekly/monthly performance that showcase achievements, pinpoint recurring errors or knowledge gaps, and propose specific corrective actions such as targeted retraining, skill refreshers, or process updates to ensure sustained performance improvement.

Reporting, Documentation & CRM Accuracy

Prepare and present accurate daily, weekly, and monthly performance reports, including trend analysis, KPI achievements, root-cause insights, and actionable improvement plans to Operations Management and senior stakeholders.
Ensure 100% accuracy in documentation of regular agent audits, call dispositions, and customer interaction records while enforcing strict adherence to client-specific standards.
Continuously monitor real-time and historical operational metrics (AHT, ACW, Average handle time, call volume trends, occupancy, shrinkage, and schedule adherence) to proactively identify performance gaps and recommend immediate or long-term corrective measures.
Manage BQs by identifying behavioural concerns, documenting patterns, and initiating PIPs where required, ensuring timely follow-ups and adherence to improvement timelines.

Workforce & Administrative Coordination

Manage attendance, leaves, shift schedules, and overtime requirements in collaboration with Workforce Management.
Assist managers with administrative responsibilities such as performance monitoring, documentation, and escalation handling.
Ensure compliance with company policies, client SOPs, data security regulations, and service level agreements.

Stakeholder Engagement & Continuous Improvement

Participate in client calls, governance reviews, and cross-functional discussions as required.
Identify process gaps, propose enhancements, and collaborate with Training, WFM, and Quality teams for implementation.
Support department goals by ensuring service delivery meets or exceeds stakeholder expectations.

Team Lead - Customer Experience