Team Leader- Service

Globiva; New Delhi, Gurugram District; On-site; INR 324,000 - 391,000; Full time

Job summary

Globiva in Gurgaon is seeking a Team Leader for Customer Service (BPO). You will lead and manage a team of customer service executives to achieve targets.

You will monitor metrics like AHT, CSAT, SLA and quality, provide coaching, and handle escalations. The role requires 1 year experience in Team Leader within a BPO.

Join immediately with a CTC budget up to ₹35,000 per month and in-hand around ₹29,000, with growth opportunities.

Qualifications

• Minimum 1 year of Team Leader experience in a BPO customer service process.
• Strong team handling and leadership skills.
• Proficiency in MS Excel and MIS reporting.
• Excellent communication and problem-solving skills.

Responsibilities

• Lead and manage a team of customer service executives to achieve targets.
• Monitor KPIs including AHT, CSAT, SLA, quality and productivity.
• Drive team performance through coaching, feedback and reviews.
• Monitor attendance, attrition, shrinkage and schedule adherence.
• Handle customer escalations and ensure timely resolution.
• Conduct quality audits and implement corrective action plans.
• Prepare daily, weekly and monthly MIS reports.
• Track MTD/YTD performance and take actions to achieve targets.
• Ensure adherence to company policies, process guidelines and quality standards.

Skills

Team Leadership

MS Excel

MIS Reporting

Communication Skills

Problem Solving

BPO Domain Knowledge

AHT/CSAT/SLA

Job description

Team Leader Customer Service (BPO)

Location: Gurgaon

Experience: Minimum 1 year of experience as a Team Leader

CTC Budget: 35,000 per month

In-hand Salary: 29,000 per month

Joining: Immediate joiners preferred

Job Responsibilities:

• - Lead and manage a team of customer service executives to achieve business targets.
• - Monitor key performance metrics, including AHT, CSAT, SLA, quality, and productivity.
• - Drive team performance through regular coaching, feedback, and performance reviews.
• - Monitor attendance, attrition, shrinkage, and schedule adherence.
• - Handle customer escalations and ensure timely resolution.
• - Conduct quality audits and implement corrective action plans.
• - Prepare daily, weekly, and monthly MIS reports.
• - Track MTD/YTD performance and take necessary actions to achieve targets.
• - Ensure adherence to company policies, process guidelines, and quality standards.

Required Skills:

• - Minimum 1 year of Team Leader experience on paper in a BPO customer service process.
• - Strong team handling and leadership skills.
• - Knowledge of AHT, CSAT, SLA, quality, attrition, and shrinkage.
• - Excellent communication and problem-solving skills.
• - Proficiency in MS Excel and MIS reporting.
• - Ability to manage escalations and improve team performance.