Team Leader

Company Description Clevora Global Outsourcing Services LLP, founded in 2005 and headquartered in Delhi, provides end-to-end BPO and KPO solutions to clients worldwide. The company delivers multilingual customer support, billing, bookkeeping, e‑commerce services, data entry, helpdesk, and project management services. Clevora focuses on process efficiency, quality service delivery, and strong client relationships across diverse industries. Team members work in a dynamic, fast-paced environment with opportunities to handle international processes and develop specialized operational expertise.
Role Description This is a full-time, on-site Team Leader role based in kirti nagar delhi. The Team Leader will oversee day-to-day operations for assigned processes, including managing a team of agents, monitoring performance, and ensuring adherence to service level agreements and quality standards. Responsibilities include planning work schedules, distributing tasks, tracking productivity, and providing regular performance feedback and coaching. The role involves handling escalations, coordinating with clients and internal stakeholders, preparing reports and dashboards, and supporting process improvements to enhance efficiency and customer satisfaction. The Team Leader will also participate in training new team members, maintaining compliance with company policies, and contributing to a positive, collaborative work environment.
Qualifications
Experience in team leadership or supervisory roles in BPO/KPO or similar customer service/process-driven environments.
Strong people management skills, including coaching, performance monitoring, conflict resolution, and team motivation.
Excellent communication skills (written and verbal), with the ability to handle client interactions and manage escalations professionally.
Proficiency in basic office tools (e.g., spreadsheets, presentations, reporting software) and comfort with process documentation and reporting.
Ability to analyze metrics, identify trends, and implement process improvements to meet operational and quality targets.
Strong organizational and time-management skills, with the ability to prioritize tasks and manage multiple deadlines.
Flexibility to work in shifts as per business requirements and maintain reliability in attendance and punctuality.
Bachelor’s degree in any discipline or equivalent professional experience; prior exposure to international processes or multilingual environments is an advantage.

Work arrangement
No