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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.
Skills
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