Walk-in || Team Lead

Role & responsibilities

• Manage and lead a team of customer service executives.
• Monitor daily team performance and ensure achievement of KPIs and SLAs.
• Conduct daily team briefings, coaching sessions, and performance reviews.
• Monitor calls, emails, chats, or other customer interactions to ensure quality standards.
• Handle customer escalations and provide effective resolutions.
• Track key performance metrics such as:
• AHT (Average Handling Time)
• CSAT (Customer Satisfaction)
• FCR (First Call Resolution)
• Quality Score
• Productivity and Attendance
• SLA and Service Levels
• Identify performance gaps and implement improvement plans.
• Conduct training, feedback, and development sessions for team members.
• Prepare daily, weekly, and monthly performance reports.
• Coordinate with Quality, Training, HR, and Operations teams.
• Maintain employee discipline, attendance, and team motivation.
• Ensure compliance with company policies and process guidelines.

Preferred candidate profile

• Excellent communication and interpersonal skills.
• Strong leadership and team management abilities.
• Good analytical and problem-solving skills.
• Ability to manage pressure and meet deadlines.
• Strong knowledge of MS Excel and reporting.
• Conflict resolution and decision-making skills.
• Customer service and escalation management.
• Good understanding of BPO operations and KPIs.