Team Lead - Customer Service BPO

Sterling Customer Experience; Thane; On-site; INR 600,000 - 900,000; Full time

Job summary

Sterling Customer Experience is seeking a Team Leader in Thane to guide a customer service team across voice, chat, and email channels. You will drive CSAT, AHT, FCR, and service levels, while coaching members and delivering data-driven improvements.

Responsibilities include performance reviews, escalations handling, and ensuring SOP adherence in a fast-paced BPO setting. This onsite role offers growth within a global CX organization.

Qualifications

• 2+ years of experience as a Team Leader/Supervisor in a BPO or Customer Service environment.
• Strong understanding of CSAT, AHT, FCR, Service Level, and Quality metrics.
• Excellent communication, leadership, coaching, and interpersonal skills.
• Strong analytical and problem-solving abilities with a data-driven approach.
• Proficiency in MS Excel, PowerPoint, and CRM/Contact Centre tools.
• Comfortable working in rotational/night shifts, weekends, and holidays as per business requirements.

Responsibilities

• Lead, motivate, and manage a team of Customer Service Executives across voice/chat/email processes, as applicable.
• Drive key performance metrics including CSAT, AHT, FCR, Service Level, Quality, Attendance, and Adherence.
• Monitor performance reports, identify gaps, and implement action plans for improvement.
• Conduct regular team huddles, coaching sessions, one-on-ones, and performance reviews.
• Provide continuous coaching, mentoring, and feedback to improve individual and team performance.
• Handle and resolve customer escalations effectively.
• Ensure compliance with SOPs, quality standards, and process guidelines.
• Collaborate with Quality, Training, and Operations teams to address knowledge and skill gaps.
• Prepare and present daily, weekly, and monthly performance reports to management.
• Foster a positive, accountable, and high-performance team culture.

Skills

Team Leadership

Communication

Coaching

Analytical skills

MS Excel

CRM Tools

Problem-solving

Education

Graduation

Tools

CRM/Contact Center tools

Job description

Key Responsibilities

• Lead, motivate, and manage a team of Customer Service Executives across voice/chat/email processes, as applicable.
• Drive key performance metrics including CSAT, AHT, FCR, Service Level, Quality, Attendance, and Adherence.
• Monitor performance reports, identify gaps, and implement action plans for improvement.
• Conduct regular team huddles, coaching sessions, one-on-ones, and performance reviews.
• Provide continuous coaching, mentoring, and feedback to improve individual and team performance.
• Handle and resolve customer escalations effectively.
• Ensure compliance with SOPs, quality standards, and process guidelines.
• Collaborate with Quality, Training, and Operations teams to address knowledge and skill gaps.
• Prepare and present daily, weekly, and monthly performance reports to management.
• Foster a positive, accountable, and high-performance team culture.

Candidate Requirements

• 2+ years of experience as a Team Leader/Supervisor in a BPO or Customer Service environment.
• Strong understanding of CSAT, AHT, FCR, Service Level, and Quality metrics.
• Excellent communication, leadership, coaching, and interpersonal skills.
• Strong analytical and problem-solving abilities with a data-driven approach.
• Proficiency in MS Excel, PowerPoint, and CRM/Contact Centre tools.
• Comfortable working in rotational/night shifts, weekends, and holidays as per business requirements.

Preferred Qualifications

• Graduate in any discipline.
• Experience handling domestic/international voice processes.
• Exposure to Six Sigma, COPC, or other quality/process improvement frameworks is an advantage.