Team Lead

Imarque Solutions; Pune District; On-site; INR 600,000 - 850,000; Full time

Job summary

Imarque Solutions in Pune invites a result-driven Team Leader to guide a large operations team and drive daily, weekly and monthly targets.

You will coach, monitor key metrics, conduct performance reviews, and coordinate with QA/Training/HR to resolve issues while delivering regular MIS reports. The role requires strong English and Hindi communication, leadership, and the ability to work under pressure with a focus on process adherence and continuous improvement.

Qualifications

• Graduate in any discipline from a recognized university.
• 2-4 years of relevant BPO/Contact Center experience, preferably in Outbound Sales, Telecalling, Customer Service, or related processes.
• Minimum 1 year of Team Handling/Team Leader experience.
• Excellent English communication with good Hindi communication.
• Strong leadership, interpersonal, analytical, and problem-solving skills.
• Proficient with Excel, MIS reports and performance dashboards.
• Stable employment history with good attendance.
• No active disciplinary issues.
• Target-oriented and result-driven.
• Willingness to work under pressure and meet targets.

Responsibilities

• Lead a team of 1525 associates to achieve daily, weekly, and monthly business targets.
• Monitor team performance across metrics such as Productivity, Sales/Conversion, Quality, AHT, Attendance, Adherence, Attrition and Shrinkage.
• Conduct daily team huddles and communicate business updates, targets, process changes, and performance expectations.
• Track individual performance and identify gaps through regular performance reviews and coaching sessions.
• Provide one-on-one feedback and coaching to improve employee productivity and overall performance.
• Ensure adherence to process guidelines, SOPs, compliance requirements, and quality standards.
• Coordinate with QA, Training, HR and Operations teams to resolve employee and process-related concerns.
• Prepare and share daily/weekly/monthly performance reports and MIS with the reporting manager.
• Handle escalations from customers and team members and ensure timely resolution.
• Manage attendance, leaves, login hours, break adherence, and workforce discipline.
• Identify low performers and implement appropriate action plans/PIP in coordination with management.
• Motivate the team through recognition, engagement activities, and performance-driven initiatives.
• Ensure the team maintains professional conduct and follows organizational policies.
• Drive continuous improvement initiatives to enhance productivity, quality, customer experience and revenue.

Skills

Team leadership

Performance metrics

Coaching

English communication

Hindi communication

Excel

MIS reports

Dashboards

Problem solving

Attendance management

Education

Graduate in any discipline

Tools

Excel

MIS reports

Performance dashboards

Job description

Role & Responsibilities

• Manage and lead a team of 1525 associates to achieve daily, weekly, and monthly business targets.
• Monitor team performance across key metrics such as Productivity, Sales/Conversion, Quality, AHT, Attendance, Adherence, Attrition and Shrinkage.
• Conduct daily team huddles and communicate business updates, targets, process changes, and performance expectations.
• Track individual performance and identify gaps through regular performance reviews and coaching sessions.
• Provide one-on-one feedback and coaching to improve employee productivity and overall performance.
• Ensure adherence to process guidelines, SOPs, compliance requirements, and quality standards.
• Coordinate with QA, Training, HR and Operations teams to resolve employee and process-related concerns.
• Prepare and share daily/weekly/monthly performance reports and MIS with the reporting manager.
• Handle escalations from customers and team members and ensure timely resolution.
• Manage attendance, leaves, login hours, break adherence, and workforce discipline.
• Identify low performers and implement appropriate action plans/PIP in coordination with management.
• Motivate the team through recognition, engagement activities, and performance-driven initiatives.
• Ensure the team maintains professional conduct and follows organizational policies.
• Drive continuous improvement initiatives to enhance productivity, quality, customer experience and revenue.

Preferred Candidate Profile

• Graduate in any discipline from a recognized university.
• 2-4 years of relevant BPO/Contact Center experience, preferably in Outbound Sales, Telecalling, Customer Service, or related processes.
• Minimum 1 year of Team Handling/Team Leader experience preferred.
• Strong knowledge of BPO operations, team management and performance metrics.
• Experience in handling sales targets and conversion-driven processes will be an added advantage.
• Excellent English communication with good Hindi communication skills.
• Strong leadership, interpersonal, analytical, and problem-solving skills.
• Should be comfortable working with Excel, MIS reports and performance dashboards.
• Ability to work under pressure and manage targets within defined timelines.
• Strong decision-making and conflict-resolution abilities.
• Should have a stable employment history and good attendance record.
• Candidates with no active disciplinary issues will be preferred.
• Should demonstrate a target-oriented, positive and result-driven approach.