Job Description
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 sh...
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 sh...
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