Team Lead

Company Description Mervice Infotech Pvt. Ltd. is an emerging organization in the BPO domain, focused on delivering high-quality inbound and outbound customer service solutions. The company aims to build strong, long-term partnerships with clients by providing reliable, results-driven support. As a one-stop provider for diverse service needs, Mervice offers cost-effective solutions combined with relevant technical assistance. Its services are backed by extensive market research, enabling the team to understand client requirements and deliver consistently improved outcomes. Team members can expect a dynamic environment that values performance, collaboration, and growth.
Role Description The Team Lead role is a full-time, on-site position based in Kolkata. The Team Lead will oversee day-to-day operations of a customer service or BPO team, including monitoring performance, organizing workloads, and ensuring adherence to service quality standards. This role involves guiding team members, conducting coaching and feedback sessions, and supporting their professional development. The Team Lead will manage shift schedules, handle escalated queries, coordinate with management on process improvements, and prepare regular performance and productivity reports. Collaboration with other departments to implement best practices and maintain a positive, efficient work environment is also a key responsibility.
Qualifications
Team leadership and people management skills, including the ability to motivate, mentor, and guide team members.
Experience in BPO or customer service operations, with strong understanding of inbound and outbound process workflows.
Operational planning and performance management capabilities, including target setting, reporting, and process optimization.
Excellent communication and interpersonal skills, with the ability to handle escalations and interact effectively with clients and stakeholders.
Problem-solving and decision-making skills, with a focus on service quality and customer satisfaction.
Proficiency in basic computer applications and familiarity with CRM or call center tools is preferred.
Ability to work in a fast-paced environment, manage multiple priorities, and maintain accuracy under pressure.
Bachelor’s degree or equivalent experience in business, management, or a related field is advantageous.
Prior experience as a supervisor or team lead in a BPO setup will be considered an added benefit.

Work arrangement
No