Walk-in | Team Lead

Vindhya E Infomedia; Bengaluru; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Vindhya E Infomedia seeks a senior customer service leader in Bengaluru to manage and mentor a team of executives. You will monitor daily performance, drive KPI/ SLA adherence, and conduct coaching and reviews to sustain service quality.

You will oversee multi-channel interactions, resolve escalations, and track metrics like AHT, CSAT, FCR, and Quality scores, ensuring disciplined attendance and compliance with policies.

Qualifications

• Excellent communication and interpersonal abilities.
• Strong leadership and team management.
• Good analytical and problem-solving skills.
• Ability to work under pressure and meet deadlines.
• Proficient in MS Excel and basic reporting.
• Conflict resolution and decision-making skills.
• Customer service and escalation management.
• Knowledge of BPO operations and KPIs.

Responsibilities

• Manage and lead a team of customer service executives.
• Monitor daily team performance and ensure achievement of KPIs and SLAs.
• Conduct daily team briefings, coaching sessions, and performance reviews.
• Monitor calls, emails, chats, or other customer interactions to ensure quality standards.
• Handle customer escalations and provide effective resolutions.
• Identify performance gaps and implement improvement plans.
• Conduct training, feedback, and development sessions for team members.
• Prepare daily, weekly, and monthly performance reports.

Skills

Communication

Leadership

Analytical thinking

Pressure management

MS Excel

Reporting

Escalation handling

Customer service

BPO KPIs

Tools

MS Excel

Job description

Role & responsibilities

• Manage and lead a team of customer service executives.


• Monitor daily team performance and ensure achievement of KPIs and SLAs.


• Conduct daily team briefings, coaching sessions, and performance reviews.


• Monitor calls, emails, chats, or other customer interactions to ensure quality standards.


• Handle customer escalations and provide effective resolutions.


• Track key performance metrics such as:


• AHT (Average Handling Time)


• CSAT (Customer Satisfaction)


• FCR (First Call Resolution)


• Quality Score


• Productivity and Attendance


• SLA and Service Levels


• Identify performance gaps and implement improvement plans.


• Conduct training, feedback, and development sessions for team members.


• Prepare daily, weekly, and monthly performance reports.


• Coordinate with Quality, Training, HR, and Operations teams.


• Maintain employee discipline, attendance, and team motivation.


• Ensure compliance with company policies and process guidelines.

Preferred candidate profile

• Excellent communication and interpersonal skills.


• Strong leadership and team management abilities.


• Good analytical and problem-solving skills.


• Ability to manage pressure and meet deadlines.


• Strong knowledge of MS Excel and reporting.


• Conflict resolution and decision-making skills.


• Customer service and escalation management.


• Good understanding of BPO operations and KPIs.