Team Leader

TP; Mohali; On-site; INR 600,000 - 900,000; Full time

Job summary

Teleperformance in Mumbai is seeking a skilled Team Leader with 2–5 years of experience in a customer-facing role to lead a dynamic support team. The candidate will drive performance, coaching, and high-quality service delivery across multiple channels.

The role focuses on training program design, monitoring customer feedback, cross-team collaboration, and ongoing staff development, while ensuring compliance with policies and regulations.

Qualifications

• Proven experience as a Team Leader or similar role in a customer-facing environment.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work in a fast-paced environment and adapt to changing situations.
• Strong analytical and decision-making skills, with attention to detail.
• Experience with customer service software and technology is an asset.
• Ability to motivate and inspire team members to achieve their best performance.

Responsibilities

• Manage and lead a team of customer support representatives to achieve high levels of customer satisfaction.
• Develop and implement effective training programs to enhance team performance and productivity.
• Monitor and analyze customer feedback to identify areas for improvement and implement changes.
• Collaborate with other teams to resolve complex customer issues and improve overall customer experience.
• Coach and mentor team members to help them develop their skills and career goals.
• Ensure compliance with company policies and procedures, as well as relevant laws and regulations.

Skills

Team leadership

Communication

Problem solving

Adaptability

Customer service

Mentoring

Tools

CRM software

Customer support tools

Job description

We are looking for a highly skilled and experienced Team Leader to join our team in Mumbai. The ideal candidate will have 2-5 years of experience in a similar role, with excellent leadership and communication skills.

Roles and Responsibility

• Manage and lead a team of customer support representatives to achieve high levels of customer satisfaction.
• Develop and implement effective training programs to enhance team performance and productivity.
• Monitor and analyze customer feedback to identify areas for improvement and implement changes.
• Collaborate with other teams to resolve complex customer issues and improve overall customer experience.
• Coach and mentor team members to help them develop their skills and career goals.
• Ensure compliance with company policies and procedures, as well as relevant laws and regulations.

Job Requirements

• Proven experience as a Team Leader or similar role in a customer-facing environment.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work in a fast-paced environment and adapt to changing situations.
• Strong analytical and decision-making skills, with attention to detail.
• Experience with customer service software and technology is an asset.
• Ability to motivate and inspire team members to achieve their best performance.

About Company

Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.