Team Lead

Ocube Services; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Ocube Services is seeking a motivated Team Leader Operations to manage a team of customer service executives in a BPO environment. You will drive operational performance, monitor KPIs, and ensure high levels of customer satisfaction.

Responsibilities include coaching, performance reviews, escalations handling, daily/weekly/monthly reporting, and coordinating with Quality, Training, WFM and other support teams to improve efficiency. A strong leader with data-driven mindset is essential.

Qualifications

• Bachelor's degree in Business Administration or a related field preferred.
• 3-6 years of experience in BPO operations, with at least 12 years in a Team Leader role.
• Strong understanding of BPO metrics, including AHT, CSAT, FCR, SLA, quality, and productivity.
• Excellent communication, leadership, and people management skills.
• Ability to analyze performance data and take corrective action.
• Strong problem-solving, decision-making, and escalation management skills.
• Proficiency in MS Excel and reporting tools.
• Ability to work in a fast-paced, target-driven environment.

Responsibilities

• Lead, manage, and motivate a team of customer service executives to achieve daily, weekly, and monthly targets.
• Monitor team performance against key metrics such as productivity, quality, attendance, CSAT, AHT, and SLA adherence.
• Conduct regular team huddles, coaching sessions, and performance reviews.
• Monitor calls, chats, or emails to ensure compliance with quality standards and client requirements.
• Identify performance gaps and implement corrective action plans.
• Manage escalations and ensure timely resolution of customer complaints.
• Prepare and analyze daily, weekly, and monthly performance reports.
• Coordinate with Quality, Training, Workforce Management, and other support teams to improve operational efficiency.
• Ensure adherence to company policies, client processes, and compliance requirements.
• Manage team schedules, attendance, shrinkage, and leave planning in coordination with WFM.
• Support new hire training, nesting, and transition into production.
• Drive employee engagement, retention, and continuous process improvement.

Skills

Leadership

People management

Communication

Analytical skills

Problem solving

Decision making

Escalation management

MS Excel

Reporting tools

Team leadership

Target driven

Education

Bachelor's degree in Business Administration

Related field

Tools

MS Excel

Reporting tools

Job description

Job Summary:

We are looking for a motivated and results-driven Team Leader Operations to manage a team of customer service executives in a BPO environment. The ideal candidate will be responsible for driving operational performance, ensuring service quality, achieving KPIs, and maintaining high levels of customer satisfaction.

Key Responsibilities

• Lead, manage, and motivate a team of customer service executives to achieve daily, weekly, and monthly targets.
• Monitor team performance against key metrics such as productivity, quality, attendance, CSAT, AHT, and SLA adherence.
• Conduct regular team huddles, coaching sessions, and performance reviews.
• Monitor calls, chats, or emails to ensure compliance with quality standards and client requirements.
• Identify performance gaps and implement corrective action plans.
• Manage escalations and ensure timely resolution of customer complaints.
• Prepare and analyze daily, weekly, and monthly performance reports.
• Coordinate with Quality, Training, Workforce Management, and other support teams to improve operational efficiency.
• Ensure adherence to company policies, client processes, and compliance requirements.
• Manage team schedules, attendance, shrinkage, and leave planning in coordination with WFM.
• Support new hire training, nesting, and transition into production.
• Drive employee engagement, retention, and continuous process improvement.

Required Qualifications and Skills:

• Bachelor's degree in Business Administration or a related field preferred.
• 3-6 years of experience in BPO operations, with at least 12 years in a Team Leader role.
• Strong understanding of BPO metrics, including AHT, CSAT, FCR, SLA, quality, and productivity.
• Excellent communication, leadership, and people management skills.
• Ability to analyze performance data and take corrective action.
• Strong problem-solving, decision‑making, and escalation management skills.
• Proficiency in MS Excel and reporting tools.
• Ability to work in a fast‑paced, target‑driven environment.