Role Summary
The Team Leader (TL) will be responsible for managing a team of approximately 15 agents and ensuring consistent achievement of client-defined targets. The role requires a proactive, self-driven leader who can independently analyze performance, drive engagement, and deliver results with minimal supervision.
Key Responsibilities
People Management & Engagement
- Lead and manage a team of 15 agents, fostering a high-performance and high-engagement culture.
- Drive team motivation, ownership, and accountability through regular coaching and feedback.
- Proactively manage absenteeism and attrition within the team through effective engagement and timely interventions.
- Identify early indicators of disengagement or performance risk and take corrective action.
Performance Management & Client Delivery
- Own and consistently deliver team performance across all client KPIs, including CSAT, AHT, CPH, and Quality.
- Ensure client deliverables are met without exception, while maintaining required service and quality standards.
- Translate client expectations and performance targets into clear, actionable goals for the team.
- Act as the first level of escalation for performance or delivery-related issues.
Operational Ownership & Analysis
- Demonstrate a proactive approach to problem-solving, anticipating issues before they impact delivery.
- Independently analyze team performance data and identify trends, risks, and improvement opportunities.
- Drive corrective and preventive actions based on insights from performance metrics.
- Ensure adherence to client processes, internal policies, and compliance requirements.
Skills & Competencies
- Strong people leadership and coaching capabilities
- Proven ability to manage and improve KPIs such as CSAT, AHT, CPH, and Quality
- High ownership mindset with a proactive and solution-oriented approach
- Strong analytical capability with the ability to perform independent analysis
- Excellent communication and stakeholder management skills
- Computer savvy
Preferred Experience & Qualifications
- Prior experience as a Team Leader or in a similar people management role (BPO / contact center preferred)
- Clear understanding of Team Leader responsibilities and client delivery expectations
- Experience managing performance metrics, absenteeism, and attrition
Primary Location
India-Gujarat-Ahmedabad
