Team Lead - Customer Experience

Bridgestone Americas; Bengaluru Urban; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Bridgestone Americas seeks a Team Leader in Bengaluru to supervise and develop a team of Customer Service Representatives in a fast-paced international BPO, ensuring high-quality customer experience.

You will coach agents, monitor performance metrics, manage escalations, and collaborate with Quality, WFM, and Training teams to drive continuous improvement and service excellence.

Qualifications

• Experience leading a team of customer service representatives in a contact centre.
• Strong coaching, feedback and performance review skills.
• Ability to manage multiple performance metrics (FRT, AHT, CSAT/NPS, Quality, Shrinkage).

Responsibilities

• Lead and manage a team of Customer Service Representatives to achieve targets.
• Conduct daily/weekly coaching and performance reviews.
• Mentor agents and support career development.
• Ensure customer-first service across channels (Phone/Webforms).
• Monitor queues and staffing to maintain service levels.
• Handle complex queries with empathy and follow-up.
• Prepare and present performance reports and action plans.

Job description

Roles and Responsibilities – Team leader

Team Lead is responsible for supervising, developing, and supporting a team of Customer Service Representatives, ensuring operational excellence and consistent delivery of high-quality customer experience in a fast-paced international BPO environment.

Key Responsibilities

• Team Leadership & Performance Management
  • Lead and manage a team of Customer Service Representatives, ensuring all performance metrics (FRT, AHT, CSAT/NPS, Quality, Shrinkage, Schedule Adherence, Attrition) targets are consistently met.
  • Conduct daily/weekly huddles, one-on-one coaching, and structured performance reviews to guide development and improve results.
  • Take an active role in mentoring agents, supporting skill building and providing guidance for career advancement.
  • Empower team members to work independently, take ownership of their tasks, and adopt a customer-first approach.
• Operational Oversight & Customer Support
  • Monitor real-time queue across all channels (Phone/Webforms), making timely decisions on staffing and escalations to maintain service levels.
  • Manage and resolve complex queries with accuracy, empathy, and thorough follow-up.
  • Act as a dependable point of contact for customers and internal teams when managers are unavailable, ensuring uninterrupted operations.
  • Coach and train agents to maintain professional, empathetic communication and deliver high-quality customer experiences.
• Quality Assurance & Operational Coaching
  • Conduct regular monitoring of (Phone/Webforms) events, Complete daily audits, and participate in calibration sessions with the Quality team to ensure consistency and fairness in scoring.
• Provide timely floor-support and structured one-on-one coaching based on quality insights; track coaching adherence and drive targeted action plans to enhance AHT, NPS, Quality Scores, and First-Call Resolution.
• Compile and deliver weekly/monthly performance that showcase achievements, pinpoint recurring errors or knowledge gaps, and propose specific corrective actions such as targeted retraining, skill refreshers, or process updates to ensure sustained performance improvement.
• Reporting, Documentation & CRM Accuracy
  • Prepare and present accurate daily, weekly, and monthly performance reports, including trend analysis, KPI achievements, root-cause insights, and actionable improvement plans to Operations Management and senior stakeholders.
  • Ensure 100% accuracy in documentation of regular agent audits, call dispositions, and customer interaction records while enforcing strict adherence to client-specific standards.
  • Continuously monitor real-time and historical operational metrics (AHT, ACW, Average handle time, call volume trends, occupancy, shrinkage, and schedule adherence) to proactively identify performance gaps and recommend immediate or long-term corrective measures.
  • Manage BQs by identifying behavioural concerns, documenting patterns, and initiating PIPs where required, ensuring timely follow-ups and adherence to improvement timelines.
• Workforce & Administrative Coordination
  • Manage attendance, leaves, shift schedules, and overtime requirements in collaboration with Workforce Management.
  • Assist managers with administrative responsibilities such as performance monitoring, documentation, and escalation handling.
  • Ensure compliance with company policies, client SOPs, data security regulations, and service level agreements.
• Stakeholder Engagement & Continuous Improvement
  • Participate in client calls, governance reviews, and cross-functional discussions as required.
  • Identify process gaps, propose enhancements, and collaborate with Training, WFM, and Quality teams for implementation.
  • Support department goals by ensuring service delivery meets or exceeds stakeholder expectations.