Team Lead

Role & Responsibilities

• Manage and lead a team of 1525 associates to achieve daily, weekly, and monthly business targets.
• Monitor team performance across key metrics such as Productivity, Sales/Conversion, Quality, AHT, Attendance, Adherence, Attrition and Shrinkage.
• Conduct daily team huddles and communicate business updates, targets, process changes, and performance expectations.
• Track individual performance and identify gaps through regular performance reviews and coaching sessions.
• Provide one-on-one feedback and coaching to improve employee productivity and overall performance.
• Ensure adherence to process guidelines, SOPs, compliance requirements, and quality standards.
• Coordinate with QA, Training, HR and Operations teams to resolve employee and process-related concerns.
• Prepare and share daily/weekly/monthly performance reports and MIS with the reporting manager.
• Handle escalations from customers and team members and ensure timely resolution.
• Manage attendance, leaves, login hours, break adherence, and workforce discipline.
• Identify low performers and implement appropriate action plans/PIP in coordination with management.
• Motivate the team through recognition, engagement activities, and performance-driven initiatives.
• Ensure the team maintains professional conduct and follows organizational policies.
• Drive continuous improvement initiatives to enhance productivity, quality, customer experience and revenue.

Preferred Candidate Profile

• Graduate in any discipline from a recognized university.
• 2–4 years of relevant BPO/Contact Center experience, preferably in Outbound Sales, Telecalling, Customer Service, or related processes.
• Minimum 1 year of Team Handling/Team Leader experience preferred.
• Strong knowledge of BPO operations, team management and performance metrics.
• Experience in handling sales targets and conversion-driven processes will be an added advantage.
• Excellent English communication with good Hindi communication skills.
• Strong leadership, interpersonal, analytical, and problem-solving skills.
• Should be comfortable working with Excel, MIS reports and performance dashboards.
• Ability to work under pressure and manage targets within defined timelines.
• Strong decision-making and conflict-resolution abilities.
• Should have a stable employment history and good attendance record.
• Candidates with no active disciplinary issues will be preferred.
• Should demonstrate a target-oriented, positive and result-driven approach.