Vacancy Description
Job Description: Team Leader – BPO (Night Shift)
Company: Teleperformance
Designation: Team Leader
Shift: Complete Night Shift
Industry: BPO
Location: Ghansoli, Navi Mumbai
Key Responsibilities
- Handle and manage a team of Customer service Agent.
- Drive performance on key KPIs: 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.