Team leader

Job Description

We are seeking a highly motivated and experienced Team Leader for our BPO/Contact Center operations in Mysore. The ideal candidate must be a graduate with at least 1 year of documented Team Leader experience in any BPO or contact center environment. Proficiency in Kannada is a must, along with strong leadership and team management skills.

The Team Leader will be responsible for managing a team of customer support executives, ensuring smooth day-to-day operations, and meeting critical KPIs such as Attrition, Shrinkage, Average Handling Time (AHT), and Service Level Adherence. The role requires excellent communication, analytical ability, and people management skills to deliver consistent performance and maintain a motivated team environment.

This is a day shift role with rotational weekly off, offering the right candidate an opportunity to grow within a performance-driven culture.

Key Responsibilities

• Lead, motivate, and manage a team of agents to achieve defined KPIs.
• Monitor team performance in terms of Attrition, Shrinkage, AHT, Quality, and Productivity.
• Conduct daily briefings, allocate tasks, and ensure adherence to process compliance.
• Drive performance improvement plans for underperforming team members.
• Prepare and share daily, weekly, and monthly performance reports with management.
• Act as the first point of escalation for team-related issues and customer concerns.
• Ensure high employee engagement, retention, and effective grievance handling.
• Collaborate with operations managers to align team performance with business goals.

Skills & Qualifications

• Graduate in any discipline (mandatory).
• Minimum 1 year of documented Team Leader experience in BPO/Contact Center.
• Proficiency in Kannada with good communication in English.
• Strong understanding of Team Leader KRAs – Attrition, Shrinkage, AHT, and other key metrics.
• Excellent people management and coaching skills.
• Strong analytical, problem-solving, and decision-making ability.
• Ability to work in a fast-paced environment with day shift and rotational offs.