Team Lead – Inbound & Outbound Operations

Grassroots Solutions & Services; India; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Grassroots Solutions & Services Pvt Ltd in Bengaluru is seeking a dynamic Team Lead to manage Inbound and Outbound customer support teams, drive operational performance, coach agents, ensure SLA adherence, and deliver an exceptional customer experience while maintaining quality and productivity standards.

The role requires 3–5 years of BPO/Contact Center experience, a Graduate in any discipline, and willingness to work in rotational shifts.

Qualifications

• Experience handling Inbound and Outbound contact center operations.
• Strong people management and coaching skills.
• Excellent communication in English and Hindi (additional regional language is an advantage).
• Good analytical skills with experience in Excel and MIS reporting.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and decision‑making skills.
• Languages : English, Hindi and any regional Languages

Responsibilities

• Lead and manage a team of 15–25 Customer Support Associates.
• Monitor daily operations to achieve SLA, productivity, quality, and attendance targets.
• Conduct team huddles, coaching sessions, and performance reviews.
• Analyze MIS reports and identify performance improvement opportunities.
• Handle customer escalations and ensure timely resolution.
• Monitor call quality and implement corrective action plans.
• Manage roster planning, shrinkage, and workforce utilization.
• Ensure adherence to SOPs, compliance, and process guidelines.
• Coordinate with Quality, Training, Workforce Management, and HR teams.
• Drive employee engagement and maintain high team morale.

Skills

Inbound & Outbound ops

People management

English & Hindi comms

Excel & MIS

Multitasking

Problem solving

Rotational shifts

Education

Graduate in any discipline

Tools

Excel

MIS reporting

Job description

Team Lead – Inbound & Outbound Operations

Job Summary

We are looking for a dynamic Team Lead to manage Inbound and Outbound customer support teams, drive operational performance, coach agents, ensure SLA adherence, and deliver an exceptional customer experience while maintaining quality and productivity standards.

Key Responsibilities

• Lead and manage a team of 15–25 Customer Support Associates.
• Monitor daily operations to achieve SLA, productivity, quality, and attendance targets.
• Conduct team huddles, coaching sessions, and performance reviews.
• Analyze MIS reports and identify performance improvement opportunities.
• Handle customer escalations and ensure timely resolution.
• Monitor call quality and implement corrective action plans.
• Manage roster planning, shrinkage, and workforce utilization.
• Ensure adherence to SOPs, compliance, and process guidelines.
• Coordinate with Quality, Training, Workforce Management, and HR teams.
• Drive employee engagement and maintain high team morale.

Key Performance Indicators (KPIs)

• Average Handle Time (AHT)
• First Call Resolution (FCR)
• Quality Scores

CSAT

• Productivity
• Attendance & Shrinkage
• Team Attrition

Required Skills

• Experience handling Inbound and Outbound contact center operations.
• Strong people management and coaching skills.
• Excellent communication in English and Hindi (additional regional language is an advantage).
• Good analytical skills with experience in Excel and MIS reporting.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and decision‑making skills.
• Graduate in any discipline.
• 3–5 years of BPO/Contact Center experience.
• Minimum 1 year of experience as a Team Lead or acting Team Leader.
• Willingness to work in rotational shifts.
• Languages : English, Hindi and any regional Languages

What We Offer

• Competitive salary with performance incentives.
• Learning and leadership development programs.
• Supportive work environment.
• Exposure to AI‑led BPMS and managed service operations.

Work Location

Grassroots Solutions & Services Pvt Ltd.

Corporate Miller 1st Floor, No. 332/1, Thimmaiah Road, Govinda Chetty Colony, Vasanth Nagar, Bangalore – 560051, INDIA