Designation: Team Leader
Experience Required: 1.5 to 2 years as a Team Leader
Work Mode: Remote
Location: PAN India
Working Days: 6 days per week, rotational shifts, rotational week offs
Contract Duration: Contract will be renewed every 3 months
Role Overview
The Team Leader will oversee the day-to-day operations of a voice and chat-based customer support process, ensuring smooth workflow, team productivity, SLA adherence, and high-quality customer service. The role requires strong communication skills, the ability to manage high-volume customer interactions, and prior experience handling mid-sized teams.
Key Responsibilities
- Lead and manage a team handling voice and chat-based customer support.
- Monitor daily performance metrics and ensure SLA adherence.
- Manage high volumes of customer interactions while maintaining accuracy and efficiency.
- Track key performance metrics such as AHT, CSAT, FCR, productivity, quality, and SLA.
- Provide regular feedback, coaching, and performance reviews to team members.
- Ensure process compliance and maintain quality standards across customer interactions.
- Handle customer and process-related escalations and coordinate with cross-functional teams for resolution.
- Monitor team attendance, productivity, and adherence to operational requirements.
- Prepare and share daily/weekly performance reports with management.
- Identify performance gaps and implement improvement plans to achieve team and process targets.
- Support workforce planning, shift management, and resource allocation as required.
Candidate Requirements
- Minimum 1.5 to 2 years of experience as a Team Leader in a BPO/customer support environment.
- Must currently be working in a voice and chat customer support process.
- BPO experience is mandatory.
- Candidates with voice-only, chat-only, sales, or non-customer-facing processes will not be considered.
- Should have experience managing a team of at least 20 members.
- Strong verbal and written communication skills.
- Hands-on experience with customer service metrics such as AHT, CSAT, FCR, SLA, quality, and productivity.
- Experience in coaching, performance management, escalation handling, and team development.
- Ability to work in rotational shifts and rotational week-offs.
- Comfortable working in a remote environment and managing team performance remotely.
- Strong analytical, problem-solving, and stakeholder management skills.
Contract Terms
- 3-month renewable contract.
- Renewal will be based on business requirements and performance.
