Team Lead - BPO

Subsequent to our discussion regarding an opening of Team Lead for their consumer business, I would like to share a detailed Job Description and Roles & responsibilities on this profile. Roles & Responsibilities Lead, manage, and motivate a team of customer service executives Track daily team performance and ensure SLAs & KPIs are met Conduct regular team meetings, coaching, and performance feedback Handle customer escalations and ensure timely resolution Prepare and share daily/weekly performance reports with management Ensure adherence to process, quality standards, and company policies Support training, onboarding, and skill development of team members Drive team engagement, productivity, and retention Required Skills & Qualifications Minimum 2 years of relevant experience as a BPO Team Lead Strong people management and communication skills Good knowledge of call center metrics (AHT, CSAT, QA, SLAs) Ability to work under pressure and manage multiple priorities

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