BPO Team Leader for Infopark Kochi

Role Description The BPO Team Leader is a full-time, on-site role based in Kochi. This position is responsible for supervising a team of BPO agents, monitoring daily operations, and ensuring performance targets and service-level agreements are met. The Team Leader will oversee shift planning, task allocation, and workforce management, while providing coaching, feedback, and support to team members. The role involves tracking metrics, preparing performance reports, and collaborating with management to implement process improvements. The Team Leader will also handle escalated issues, maintain quality standards, and help foster a positive, inclusive work environment.
Qualifications
Demonstrated experience leading teams in a BPO or customer service environment, including day-to-day supervision and performance management.
Strong skills in communication, interpersonal relations, and conflict resolution to guide and support diverse team members.
Ability to analyze performance data, manage workflows, and use BPO tools or CRM systems to maintain service-level compliance.
Proficiency in organizing shifts, managing workloads, and coordinating with stakeholders to ensure smooth operations.
Solid customer service orientation, with the ability to manage escalations and maintain client satisfaction.
Relevant educational background, such as a diploma or degree in business, management, or a related field.
Prior experience in on-site operations, preferably in Kochi or similar BPO hubs, is an advantage.
Flexibility to work in rotating shifts if required and commitment to maintaining professional ethics and confidentiality.

Work arrangement
No