Customer Operations Team Supervisor

Job Description: Team Leader – BPO (Night Shift)

Company: Teleperformance

Designation: Team Leader

Shift: Complete Night Shift

Industry: BPO / Customer Service

Key Responsibilities

• Handle and manage a team of customer service executives.
• Drive performance on key KPIs: CSAT, AHT, Quality, Productivity.
• Control attrition through engagement and timely interventions.
• Monitor and manage shrinkage (attendance, adherence, leaves).
• Provide real-time support, coaching, and call monitoring.
• Handle customer and process escalations effectively.
• Ensure strict adherence to SOPs, client guidelines, and company policies.
• Prepare and share daily/weekly performance reports.
• Coordinate with Quality, Training, and Operations teams.

Skills Re...