Team Lead

Radical Minds; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

Radical Minds is seeking a results-driven Team Lead Customer Service to manage a team in a BPO setting. The role focuses on driving metrics like Attrition, Shrinkage, Occupancy, NPS, CSAT, and AHT while ensuring service delivery aligns with client and business expectations.

You will oversee daily operations, coach team members, analyze performance data, and collaborate with Quality, Training, and WFM to close gaps and improve overall performance.

Qualifications

• Minimum 1 year of experience as a Team Lead in BPO/Customer Service.
• Graduate in any discipline is preferred but not mandatory.
• Willingness to work in rotational shifts, including weekends/holidays.

Responsibilities

• Manage day-to-day operations of the team, ensuring SLAs and quality benchmarks.
• Monitor and drive metrics: Attrition, Shrinkage, Occupancy, NPS, CSAT, AHT, FCR, Quality Scores.
• Conduct regular one-on-ones, coaching sessions, and performance reviews.
• Analyze performance data and implement action plans to improve productivity and reduce attrition/shrinkage.
• Handle roster planning, leave management, and real-time attendance to optimize occupancy.
• Drive employee engagement to improve retention and morale.
• Resolve escalations to improve CSAT/NPS scores and report to senior management.

Skills

BPO metrics

People management

Analytical skills

Communication skills

Prioritization

MS Excel reporting

Coaching & feedback

Education

Bachelor's degree

Tools

MS Excel

Reporting tools

Job description

Job Summary

We are looking for a result-oriented Team Lead Customer Service to manage a team of customer service representatives in a BPO environment. The ideal candidate will have hands‑on experience in driving key operational metrics such as Attrition, Shrinkage, NPS, CSAT, Occupancy, and other performance indicators, while ensuring service delivery meets client and business expectations.

Key Responsibilities

• Manage day-to-day operations of the assigned team, ensuring adherence to SLAs and quality benchmarks.
• Monitor and drive key metrics including Attrition, Shrinkage, Occupancy, NPS, CSAT, AHT, FCR, and Quality Scores.
• Conduct regular one‑on‑ones, coaching sessions, and performance reviews with team members.
• Analyze performance data and implement action plans to improve productivity and reduce attrition/shrinkage.
• Manage roster planning, leave management, and real‑time attendance to optimize occupancy and shrinkage.
• Drive employee engagement initiatives to improve retention and morale.
• Handle escalations and ensure timely resolution of customer issues to improve CSAT/NPS scores.
• Prepare and present daily/weekly/monthly performance reports to senior management.
• Collaborate with Quality, Training, and WFM teams to identify performance gaps and training needs.
• Ensure compliance with company policies, process guidelines, and client requirements.
• Motivate and mentor team members to achieve individual and team targets.

Key Skills & Competencies

• Strong understanding of BPO operational metrics: Attrition, Shrinkage, Occupancy, NPS, CSAT, AHT, FCR, etc.
• Proven people management and team handling skills.
• Strong analytical and problem‑solving ability.
• Excellent communication skills (verbal and written).
• Ability to work under pressure and manage multiple priorities.
• Proficiency in MS Excel and reporting tools.
• Strong coaching and feedback delivery skills.

Eligibility Criteria

• Minimum 1 year of experience as a Team Lead in a BPO/Customer Service environment (mandatory).
• Overall experience in customer service/voice process preferred.
• Graduate in any discipline (preferred, not mandatory based on company policy).
• Willingness to work in rotational shifts, including weekends/holidays as per business requirement.

Key Metrics to be Owned

Metric Description

Attrition Managing team attrition within target thresholds

Shrinkage Controlling planned/unplanned shrinkage

Occupancy Ensuring optimal utilization of agent time

NPS Driving Net Promoter Score improvement

CSAT Ensuring high Customer Satisfaction Scores

AHT Managing Average Handling Time within targets

Quality Ensuring adherence to quality parameters

Other Details

• Immediate joiners preferred.