Team Lead

Job Description – Team Lead (Customer Support - BPO)
Position: Team Lead – Customer Support (BPO)
Location: Bengaluru (Electronic City)
Work Schedule: 6 Days Working (Rotational Day Shifts)
CTC: Up to ₹5 LPA
Joining: Immediate Joiners Preferred
Job Summary
We are hiring an experienced Team Lead - Customer Support to manage and motivate a team of Customer Service Executives in a fast-paced BPO environment. The ideal candidate should have strong leadership skills, operational excellence, and a proven track record of driving performance and customer satisfaction.
Key Responsibilities
Lead, manage, and mentor a team of Customer Support Associates.
Monitor daily performance metrics such as productivity, quality, CSAT, attendance, and adherence.
Conduct team huddles, coaching sessions, and performance reviews.
Handle customer and process escalations effectively.
Ensure achievement of service level agreements (SLAs) and operational targets.
Analyze team performance and prepare reports/MIS.
Work closely with Quality, Training, and Operations teams to improve performance.
Drive employee engagement and retention initiatives.
Eligibility Criteria
Graduation is Mandatory.
Minimum 2+ years of on-paper experience as a Team Lead in the BPO/Customer Support industry.
Excellent communication and people management skills.
Strong analytical, problem-solving, and decision-making abilities.
Experience managing team KPIs, attrition, and performance metrics.
Immediate joiners or candidates with a short notice period are preferred.
Preferred Skills
Exposure to Voice, Chat, or Email Support processes.
Strong stakeholder management skills.
Proficiency in MS Excel and reporting tools.
Ability to work in a target-driven environment.
Interested candidates can share their updated resume along with Current CTC, Expected CTC, Notice Period, and Current Location.
For more information reach out to Hr - Neha
8008325085
mamidi.neha@teleperformancedibs.com

Work arrangement
No