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Team Lead

Team Lead

Impetus Career ConsultantsMohali district, India, India
3 days ago
Job description

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 :

  • 3–6 years of total BPO experience with at least 1–2 years as a Team Lead in an international process .
  • Proven track record of managing metrics like CSAT, AHT, FCR , shrinkage, and attrition.
  • Excellent communication and interpersonal skills.
  • Strong leadership, problem-solving, and decision-making skills.
  • Working knowledge of CRM tools, MS Excel, and reporting dashboards.
  • Ability to handle pressure in a fast-paced environment.
  • Flexible to work in 24x7 shifts.
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    Team Lead • Mohali district, India, India