Team Lead

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 Required

• Strong team handling and leadership skills.
• Good understanding of BPO metrics (CSAT, AHT, Attrition, Shrinkage).
• Excellent communication and problem-solving skills.
• Ability to work in a fast-paced night shift environment.

Qualification & Experience

• Graduate in any discipline.
• 1–3 years of experience as a Team Leader/Senior Associate in BPO.
• Prior experience handling international clients preferred.

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