Team Leader

Kochar Infotech; Bengaluru; On-site; INR 270,000 - 450,000; Full time

Benefits offered by this job

Six days working

Immediate joining

Job summary

Maxicus in Bengaluru (Marathahalli) is hiring a Team Leader - Operations to guide a team of 15-20 agents and optimize daily floor performance. You will drive AHT, C-SAT, Quality, attendance, and attrition through coaching and structured processes.

The role requires hands-on leadership with rotational shifts; day shift only for women candidates is noted in the posting. Immediate joining is preferred and you will report to the Operations Manager.

Qualifications

• 1–2 years' experience as a Team Leader in BPO/Call Center/Operations.
• Strong knowledge of AHT, C-SAT and Quality Parameters.
• Excellent team handling and communication skills.
• Proficient in MS Excel and basic reporting.
• Willingness to work in Rotational Shifts.

Responsibilities

• Lead a team of 15-20 agents and conduct daily huddles.
• Monitor KPIs: AHT, C-SAT, Quality, Attendance and Attrition.
• Coordinate with Quality and Training for refreshers and improvements.
• Prepare daily/weekly/monthly MIS reports and manage rostering.

Skills

Team leadership

People management

Communication

Shift flexibility

Tools

MS Excel

Reporting

Job description

Company Name: Maxicus

Position: Team Leader - Operations

Location: Marathahalli, Bangalore

Salary: Up to 4.5 LPA

Working Days: 6 Days Working

Shift: Rotational Shift | Rotational Week Off

Note: Day Shift Only for Women Candidates.

Joining: Immediate Joiner Preferred

Job Summary:

We are hiring a Team Leader - Operations to lead a team of agents, manage daily floor operations, and drive key performance metrics like AHT, C-SAT, Quality, Attendance and Attrition.

Roles & Responsibilities:-

Team Management:

• Manage and lead a team of 15-20 agents
• Conduct daily team huddles, briefings and 1-on-1 sessions
• Ensure team discipline, motivation and engagement on the floor

Performance Management:

• Monitor and improve team KPIs - AHT, C-SAT, Quality Score, Attendance, Shrinkage and Attrition
• Track AHT on a daily basis and take corrective actions for bottom performers
• Analyze C-SAT feedback, conduct call audits and improve customer satisfaction-

Quality & Process:

• Ensure process compliance and quality standards are met
• Coordinate with Quality and Training teams for refresher sessions and process improvement
• Handle escalated customer issues and ensure timely resolution-

Operations Management:

• Manage roster, shift planning, leave planning and shrinkage control.
• Prepare and share Daily / Weekly / Monthly MIS Reports with the Operations Manager.
• Control attrition through regular coaching, feedback and addressing agent concerns.

Required Skills & Qualifications:

• Minimum 1 - 2 Years of experience as Team Leader in BPO / Call Center / Operations
• Strong knowledge of AHT, C-SAT and Quality Parameters
• Excellent Team Handling, People Management and Communication Skills
• Good knowledge of MS Excel and Reporting
• Ability to work in Rotational Shifts

Preferred:

• Immediate Joiner
• Experience in International / Domestic Voice Process
• Knowledge of 7 QC Tools will be an added advantage