Team Lead

Job Description – Team Lead (Customer Support - BPO)

Position: Team Lead – Customer Support (BPO)

Location: Bengaluru (Electronic City)

Work Schedule: 6 Days Working (Rotational Day Shifts)

CTC: Up to 5 LPA

Joining: Immediate Joiners Preferred

Job Summary

We are hiring an experienced Team Lead - Customer Support to manage and motivate a team of Customer Service Executives in a fast-paced BPO environment. The ideal candidate should have strong leadership skills, operational excellence, and a proven track record of driving performance and customer satisfaction.

Key Responsibilities

• Lead, manage, and mentor a team of Customer Support Associates.
• Monitor daily performance metrics such as productivity, quality, CSAT, attendance, and adherence.
• Conduct team huddles, coaching sessions, and performance reviews.
• Handle customer and process escalations effectively.
• Ensure achievement of service level agreements (SLAs) and operational targets.
• Analyze team performance and prepare reports/MIS.
• Work closely with Quality, Training, and Operations teams to improve performance.
• Drive employee engagement and retention initiatives.

Eligibility Criteria

• Graduation is Mandatory.
• Minimum 2+ years of on-paper experience as a Team Lead in the BPO/Customer Support industry.
• Excellent communication and people management skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Experience managing team KPIs, attrition, and performance metrics.
• Immediate joiners or candidates with a short notice period are preferred.

Preferred Skills

• Exposure to Voice, Chat, or Email Support processes.
• Strong stakeholder management skills.
• Proficiency in MS Excel and reporting tools.
• Ability to work in a target-driven environment.

Interested candidates can share their updated resume along with Current CTC, Expected CTC, Notice Period, and Current Location.

For more information reach out to Hr - Neha

8008325085

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