Team Leader Operations with strong BPO and Team Management skills, focused on KPIs and performance improvement in a customer support environment.
Experience
5–12 yrs
Location
Pune
On-site · Maharashtra, India
Experience
5–12 yrs
Location
Pune
On-site · Maharashtra, India
The Brief
TITLE
Team leader Operations
TEAM
Operations
TYPE
Full-time
POSTED
Oct 13, 2026
JOB ID
01a13467
TITLE
Team leader Operations
TEAM
Operations
TYPE
Full-time
POSTED
Oct 13, 2026
JOB ID
01a13467
Manage daily team operations, attendance, productivity, and schedule adherence.
Monitor KPIs, including AHT, CSAT, FCR, quality, and SLA.
Drive team performance through regular coaching and feedback.
Monitor and control attrition, absenteeism, and shrinkage.
Handle customer escalations and ensure quality service delivery.
Prepare performance reports and implement improvement plans.
Ensure compliance with company policies and client requirements.
5–10years of BPO / Customer Support experience.
2–5 years of team-handling experience in a voice process.
Strong knowledge of KPI, SLA, AHT, CSAT, and quality metrics.
Experience in attrition management, employee engagement, and performance coaching.
Good communication, leadership, analytical, and problem-solving skills.
Proficiency in MS Excel and operational reporting.
About the company