Team Lead

TP; Maharashtra; On-site; INR 372,000 - 620,000; Full time

Job summary

Teleperformance in Malad (Asmee)/Mumbai area is seeking a Team Leader (Customer Service) to manage a team of Customer Service Representatives and drive service quality. You will coach, assess performance, and align actions with client KPIs in a fast-paced BPO setting.

The role emphasizes leadership, stakeholder management, and adherence to SOPs. 6 days a week, general shift, with a competitive salary package and opportunities to impact customer experience.

Qualifications

• Strong people management and coaching skills.
• Excellent verbal and written communication.
• Knowledge of contact center operations and workforce management principles.

Responsibilities

• Lead, coach, and develop a team of Customer Service Associates.
• Conduct regular performance reviews, coaching sessions, and action plans.
• Drive employee engagement, motivation, and retention initiatives.
• Manage attendance, schedules, and workforce adherence.
• Monitor real-time team performance and implement corrective actions.
• Handle customer escalations and complex service issues.

Skills

People management

Coaching

Communication

KPI management

CRM tools

MS Excel

Shift work

Education

Graduate

Tools

CRM tools

Job description

Job Title: Team Leader (Customer Service)

Company: Teleperformance

Location: Malad (Aspee)

Working Days: 6 Days a Week

Shift: General Shift

Salary: Up to ₹ 6.2 LPA

Job Summary

The Customer Service Team Lead will be responsible for managing a team of Customer Service Representatives, driving operational excellence, achieving client and business KPIs, improving customer experience, and fostering employee engagement. The role requires strong leadership, people management, performance coaching, and stakeholder management skills in a fast-paced BPO environment.

Key Responsibilities (KRA)

Team Management & Leadership

• Lead, coach, and develop a team of Customer Service Associates.
• Conduct regular performance reviews, coaching sessions, and action plans.
• Drive employee engagement, motivation, and retention initiatives.
• Manage attendance, schedules, and workforce adherence.

Operational Excellence

• Ensure achievement of all process and client-defined KPIs.
• Monitor real-time team performance and implement corrective actions.
• Handle customer escalations and complex service issues.
• Ensure compliance with SOPs, quality standards, and company policies.

Performance Management

• Track individual and team productivity metrics.
• Identify performance gaps and implement improvement plans.
• Partner with Training and Quality teams to improve service delivery.

Client & Stakeholder Management

• Support operational reviews and business updates.
• Ensure adherence to client SLAs and contractual obligations.
• Drive continuous improvement initiatives and process efficiencies.

Reporting & Analytics

• Analyze performance trends and prepare operational reports.
• Provide insights and recommendations to improve team performance and customer experience.

Key Performance Indicators (KPIs)

Customer Metrics

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer Effort Score (CES)
• First Call Resolution (FCR)
• Repeat Contact Rate

Quality & Compliance

• Quality Audit Score
• Compliance Score
• Error Rate / Defect Rate
• Process Adherence

Productivity Metrics

• Average Handling Time (AHT)
• Average Speed of Answer (ASA)
• Tickets/Contacts Handled per Agent
• After Call Work (ACW)
• Utilization/Productivity %
• Occupancy Rate

Workforce Management Metrics

• Schedule Adherence
• Attendance %
• Shrinkage %
• Planned vs. Unplanned Leave %
• Rostering Compliance

Team Health Metrics

• Attrition %
• Employee Engagement Score
• New Hire Retention %
• Internal Promotion Rate
• Coaching Effectiveness Score

Service Delivery Metrics

• Service Level Achievement (SLA)
• Resolution Turnaround Time (TAT)
• Backlog Management
• Escalation Rate
• Client Satisfaction Score (C-SAT)

Financial Metrics

• Cost per Contact
• Revenue/Productivity Achievement (where applicable)
• Budget Adherence
• Overtime Management

Required Skills

• Strong people management and coaching skills.
• Excellent verbal and written communication.
• Knowledge of contact center operations and workforce management principles.
• Expertise in KPI management, root cause analysis, and performance improvement.
• Proficiency in MS Excel, PowerPoint, and CRM tools.
• Ability to work in rotational shifts and a target-driven environment.

Preferred Qualifications

• Graduate in any discipline.
• Experience handling Voice, Chat, Email, or Blended processes.
• Exposure to WFM, Quality, and Client Management frameworks.
• Six Sigma/Lean certification will be an added advantage.