Team Lead

Job Title : Team Lead – International Process

Location : Mohali, Punjab

Experience Required : 3 to 6 years (BPO / International Voice or Non-Voice Process)

Job Summary :

We are seeking a dynamic and performance-driven Team Lead to manage a team within our international BPO process. The ideal candidate should have hands-on experience in managing operational KPIs such as CSAT (Customer Satisfaction), AHT (Average Handling Time), Shrinkage, Attrition, and FCR (First Call Resolution) . The candidate will be responsible for achieving team targets, ensuring process compliance, and mentoring agents for improved performance.

Key Responsibilities :

• Lead, manage, and motivate a team of customer support representatives in an international process.
• Monitor and improve key operational metrics such as :
• CSAT
• Shrinkage
• Attrition
• Ensure consistent delivery of service level agreements (SLAs).
• Conduct regular team meetings, performance reviews, and coaching sessions.
• Handle escalations and resolve customer issues in a timely manner.
• Coordinate with Quality and Training departments for continuous process improvement.
• Report daily / weekly / monthly performance metrics to Operations Manager.
• Manage workforce planning, including forecasting shrinkage and maintaining team adherence.
• Drive engagement and morale through motivation and development plans.

Key Requirements :