Job Title: Team Leader (Customer Service)
Company: Teleperformance
Location: Malad (Aspee)
Working Days: 6 Days a Week
Shift: General Shift
Salary: Up to ₹ 6.2 LPA
Job Summary
The Customer Service Team Lead will be responsible for managing a team of Customer Service Representatives, driving operational excellence, achieving client and business KPIs, improving customer experience, and fostering employee engagement. The role requires strong leadership, people management, performance coaching, and stakeholder management skills in a fast-paced BPO environment.
Key Responsibilities (KRA)
Team Management & Leadership
- Lead, coach, and develop a team of Customer Service Associates.
- Conduct regular performance reviews, coaching sessions, and action plans.
- Drive employee engagement, motivation, and retention initiatives.
- Manage attendance, schedules, and workforce adherence.
Operational Excellence
- Ensure achievement of all process and client-defined KPIs.
- Monitor real-time team performance and implement corrective actions.
- Handle customer escalations and complex service issues.
- Ensure compliance with SOPs, quality standards, and company policies.
Performance Management
- Track individual and team productivity metrics.
- Identify performance gaps and implement improvement plans.
- Partner with Training and Quality teams to improve service delivery.
Client & Stakeholder Management
- Support operational reviews and business updates.
- Ensure adherence to client SLAs and contractual obligations.
- Drive continuous improvement initiatives and process efficiencies.
Reporting & Analytics
- Analyze performance trends and prepare operational reports.
- Provide insights and recommendations to improve team performance and customer experience.
Key Performance Indicators (KPIs)
Customer Metrics
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Customer Effort Score (CES)
- First Call Resolution (FCR)
- Repeat Contact Rate
Quality & Compliance
- Quality Audit Score
- Compliance Score
- Error Rate / Defect Rate
- Process Adherence
Productivity Metrics
- Average Handling Time (AHT)
- Average Speed of Answer (ASA)
- Tickets/Contacts Handled per Agent
- After Call Work (ACW)
- Utilization/Productivity %
- Occupancy Rate
Workforce Management Metrics
- Schedule Adherence
- Attendance %
- Shrinkage %
- Planned vs. Unplanned Leave %
- Rostering Compliance
Team Health Metrics
- Attrition %
- Employee Engagement Score
- New Hire Retention %
- Internal Promotion Rate
- Coaching Effectiveness Score
Service Delivery Metrics
- Service Level Achievement (SLA)
- Resolution Turnaround Time (TAT)
- Backlog Management
- Escalation Rate
- Client Satisfaction Score (C-SAT)
Financial Metrics
- Cost per Contact
- Revenue/Productivity Achievement (where applicable)
- Budget Adherence
- Overtime Management
Required Skills
- Strong people management and coaching skills.
- Excellent verbal and written communication.
- Knowledge of contact center operations and workforce management principles.
- Expertise in KPI management, root cause analysis, and performance improvement.
- Proficiency in MS Excel, PowerPoint, and CRM tools.
- Ability to work in rotational shifts and a target-driven environment.
Preferred Qualifications
- Graduate in any discipline.
- Experience handling Voice, Chat, Email, or Blended processes.
- Exposure to WFM, Quality, and Client Management frameworks.
- Six Sigma/Lean certification will be an added advantage.
Interested candidates can share their resume at: