Customer service team lead

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, Power Point, 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:

manasi.vichare@