Team Lead

Job Summary

The Team Lead is responsible for guiding and developing a team to ensure operational efficiency, adherence to performance metrics, and alignment with client and company standards. This role emphasizes employee development, quality assurance, and process compliance.

Key Responsibilities

• Lead a team of CSAs and motivate them to achieve team's SLA (Client Targets & Quality Parameters).
• Floor walk regularly to supervise, coordinate, and monitor the activities of advisors to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling, and organizing.
• Maintain reports of day-to-day activities and use the analysis to improve performance.
• Handle any escalations that an advisor is unable to handle, solve process related queries and handle grievances.
• Monitor team performance and coach them to enhance their performance.
• Prioritize and assign work to associates and initiate corrective measures to resolve day-to-day work related problems including scheduling or break management, as necessary.
• Maintain team shrinkage.
• Organize daily/weekly team meetings to update the associates on any process changes, quality issues, and team SLAs.
• Initiate and administer the recognition program for the team.
• Contribute towards retention and low attrition numbers.
• Ensure schedule adherence and meet required production hours.
• Maintain compliance with client and Firstsource, improve collection effectiveness, customer experience and quality standards.
• Use and share performance data to improve team productivity and meet financial targets.
• Ensure compliance with internal policies, client standards, and applicable laws.
• Foster team development through continuous training, mentoring, and support.
• Monitor team KPIs and report regularly on performance to the Operations Manager.
• Lead disciplinary processes in line with company policy.
• Achieve or exceed targets related to attrition and employee retention.

Key Performance Indicators (KPIs)

• Ability to analyze and interpret operational data to inform decisions.
• Problem-solving: define issues, collect data, and draw valid conclusions.
• Fulfillment of all assigned responsibilities and duties.

Reporting Structure

This position reports directly to the Operations Manager.

Education & Experience

• 12th pass and above
• 18-24 months of most recent BPO voice collections experience as a team leader on paper
• Prior BPO customer service experience might be an advantage

Skills & Abilities

• Strong verbal and written communication skills
• Ability to read and interpret technical documentation
• Basic math skills (percentages, ratios)
• Strong analytical and problem-solving skills
• Intermediate computer skills: Microsoft Office, Windows and macOS, comfortable working with tablets, smartphones, laptops, and desktops
• Professional, patient, and customer-focused demeanor
• Self-motivated and able to work independently in a WFO environment
• Time management

Shifts and Offs

• Shift start time 17:00 IST, shift end time 07:30 IST, Monday to Saturday, rotational shifts
• Split offs, with Saturday work as per client requirement