Operations Team Lead

Job Description – Team Leader (TL)

Company: Teleperformance Process: International Customer Service (Chat/Blended) Location: Hyderabad Shift: 24/7 rotational, 5 days working Salary: ₹5.5 LPA – ₹6.5 LPA

Key Responsibilities:

• Manage a team of customer service associates handling international customers.
• Monitor daily performance metrics (AHT, CSAT, FCR, productivity).
• Conduct team huddles, one-on-one coaching, and performance reviews.
• Handle escalations and ensure timely resolution of customer issues.
• Motivate and engage the team to meet KPIs and SLAs.
• Coordinate with QA and Training teams to maintain service excellence.

Requirements:

• 3+ years of BPO experience with at least 1 year as Team Leader.
• Strong knowledge of customer service metrics and reporting.
• Excellent leadership, communication, and conflict management skills.
• Flexibility to work in rotational shifts.