Team Lead

TP; Mohali; On-site; INR 600,000 - 900,000; Full time

Job summary

TP in Mohali is seeking a dynamic Team Leader to manage the BPO team handling domestic e-commerce processes. You will lead, motivate, and monitor the team to meet KPI targets and ensure quality, productivity, and customer satisfaction.

You will conduct regular training, reviews, handle escalations, coordinate with other departments, and drive process improvements while maintaining high engagement. Prior contact center experience and MS Office proficiency are essential.

Qualifications

• Minimum 5 years of work experience in a contact center or BPO environment.
• Should have at least 2 years’ experience as a Team Leader.
• Strong leadership, communication and interpersonal skills.

Responsibilities

• Lead and motivate the BPO team handling domestic e-commerce operations.
• Monitor and achieve KPI targets related to quality, productivity, and customer satisfaction.
• Ensure adherence to process guidelines and company policies.
• Conduct regular team meetings, training sessions, and performance reviews.
• Manage escalations and ensure timely resolution of issues.
• Coordinate with other departments to streamline operations.
• Maintain high levels of team engagement and motivation.
• Support in process improvements and implementation of best practices.
• Oversee travel coordination and related customer inquiries as part of the process.

Skills

Team Leader

KPI metrics

Leadership

Communication

MS Office

BPO tools

Travel processes

Tools

MS Office

BPO tools

Job description

We are looking for a dynamic and experienced Team Leader to manage our BPO team in Mohali specializing in domestic e-commerce processes. The ideal candidate will have a strong background in BPO operations, team management, KPI monitoring

Key Responsibilities:

Lead and motivate the BPO team handling domestic e-commerce operations.

Monitor and achieve KPI targets related to quality, productivity, and customer satisfaction.

Ensure adherence to process guidelines and company policies.

Conduct regular team meetings, training sessions, and performance reviews.

Manage escalations and ensure timely resolution of issues.

Coordinate with other departments to streamline operations.

Maintain high levels of team engagement and motivation.

Support in process improvements and implementation of best practices.

Oversee travel coordination and related customer inquiries as part of the process.

Required Skills & Experience:

Proven experience as a Team Leader in BP

Strong understanding of KPI metrics and performance management.

Excellent leadership, communication, and interpersonal skills.

Ability to handle escalations and complex customer issues.

Prior experience with travel-related processes is a plus.

Proficiency in MS Office and BPO tools.

Ability to work in a fast-paced, target-driven environment.

Mandatory:

• Minimum 5 years of work experience Should have worked in contact center background
• Minimum 2 years’ experience as a Team leader preferred