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Team Lead – BPO (Non-Voice)
Job summary
A leading BPO company is seeking a Team Lead to oversee a non-voice process. The role involves mentoring the team, ensuring performance through effective management techniques, and striving for operational efficiency. Candidates should have at least 5 years in a BPO setting, with 2 years in a management role and should possess strong leadership and communication skills. This position is critical to meet service level agreements and manage team dynamics effectively.
Qualifications
- Minimum 5 years of experience in any BPO (Non-Voice).
- Minimum 2 years of proven experience managing a customer service team.
- Inbound call or chat experience is mandatory.
Responsibilities
- Lead, mentor, and manage a team within a BPO non-voice process.
- Ensure team performance through effective coaching, motivation, and conflict resolution.
- Monitor and control shrinkage and attrition levels.
Skills
Education
Location: Infopark, Kakkanad, Kochi
Shift: Night Shift (Monday–Friday)
Salary: Up to ₹6.5 LPA
Education: Bachelor's Degree Mandatory
- Lead, mentor, and manage a team within a BPO non-voice process
- Ensure team performance through effective coaching, motivation, and conflict resolution
- Monitor and control shrinkage and attrition levels
- Handle escalation mails when needed
- Drive operational efficiency and meet SLA targets
- Minimum 5 years of experience in any BPO (Non-Voice)
- Minimum 2 years of proven experience managing a customer service team
- Inbound call or chat experience is mandatory
- Strong knowledge of shrinkage and attrition management
- Excellent leadership, communication, and problem-solving skills
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.