Team Lead

Job SummaryThe Team Leader is responsible for leading and managing a team of Customer Service Executives handling international customer interactions through voice, email, and chat channels. The role focuses on achieving operational targets, delivering exceptional customer experience, improving team performance, and ensuring adherence to client and company standards.Key ResponsibilitiesTeam Leadership & People ManagementLead, coach, and motivate a team of 15-25 Customer Service Associates.Conduct regular team meetings, performance reviews, and one-on-one coaching sessions.Monitor attendance, punctuality, and schedule adherence.Manage employee engagement activities to promote a positive work environment.Handle employee grievances and support conflict resolution.Performance ManagementDrive achievement of all operational KPIs and client SLAs.Monitor and improve:Customer Satisfaction (CSAT)First Call Resolution (FCR)Quality ScoresAverage Handle Time (AHT)Service LevelsProductivity MetricsAnalyze performance reports and implement action plans for improvement.Manage underperforming team members through coaching and development plans.Customer Experience ManagementEnsure delivery of excellent customer service across all interactions.Handle customer escalations and critical cases effectively.Identify recurring customer issues and recommend process improvements.Promote customer-centric culture across the team.Quality & ComplianceEnsure adherence to quality standards, protocols, and compliance requirements.Conduct call monitoring and feedback sessions.Collaborate with Quality and Training teams to improve performance.Ensure compliance with client policies, data security, and company procedures.Training & DevelopmentSupport onboarding and nesting of new hires.Identify training needs based on performance trends.Coach team members on communication skills, customer handling, and process knowledge.Develop future leaders and high-potential employees within the team.Reporting & Stakeholder ManagementPrepare and present daily, weekly, and monthly performance reports.Communicate team performance updates to management.Coordinate with Workforce Management (WFM), Quality, Training, HR, and Operations teams.Participate in client reviews and operational meetings as required.Required QualificationsBachelor's Degree in any discipline.3-6 years of experience in an International BPO Customer Service environment.Minimum 1-2 years of experience as a Team Leader, Acting Team Leader, or SME.Strong understanding of customer service operations and metrics.Required SkillsTeam Leadership and People ManagementCustomer Service ExcellenceCoaching and MentoringPerformance ManagementConflict ResolutionDecision Making and Problem SolvingEffective Communication SkillsMS Excel and Reporting SkillsStakeholder ManagementAnalytical and Data Interpretation SkillsKey Performance Indicators (KPIs)Customer Satisfaction (CSAT)Net Promoter Score (NPS)First Call Resolution (FCR)Average Handle Time (AHT)Quality Compliance ScoresSLA AchievementEmployee EngagementAttrition and Retention MetricsProductivity and UtilizationPreferred QualificationsExperience managing US, UK, Australian, or Canadian customer service processes.Knowledge of Workforce Management (WFM) and Quality frameworks.Lean Six Sigma certification is an added advantage.Shift DetailsRotational Shifts / 5 Days Working.24x7 Operations EnvironmentRegards,Yamanur HR team.Contact: 9449900627 or yamanurappa.kuri@teleperfomancedibs.com with your resume and Mention that your applying for TL HYD.