Contact Centre Team Lead  


The Team Lead in the BPO sector plays a crucial role in managing and leading a team of customer service representatives or other specialized roles within the outsourcing environment. The primary responsibilities include overseeing daily operations, ensuring team productivity and efficiency, and maintaining high-quality service delivery to clients. 


1.Team Management: 

  • Lead and supervise a team of BPO professionals, providing guidance, support, and coaching. 
  • Foster a positive and collaborative team culture that encourages continuous improvement and professional development. 
  • Conduct regular team meetings to discuss goals, address concerns, and disseminate important information. 

2.Performance Monitoring and Evaluation: 

  • Monitor individual and team performance against established KPIs (Key Performance Indicators). 
  • Implement performance improvement plans as needed and recognize and reward high-performing team members. 
  • Conduct regular performance reviews and provide constructive feedback to team members.  

3.Client Interaction: 

  • Serve as the main point of contact for clients regarding day-to-day operations and issue resolution. 
  • Collaborate with clients to understand their expectations, gather feedback, and ensure service levels meet or exceed expectations. 
  • Maintain strong client relationships and act as a liaison between the team and the client. 

4. Process Improvement: 

  • Identify opportunities for process improvement and implement efficient workflows to enhance overall team productivity. 
  • Work closely with the operations and quality assurance teams to ensure compliance with client requirements and industry standards. 
  • Troubleshooting of contact center software, devices and connectivity problems. 

5.Training and Development: 

  • Develop and implement training programs to enhance the skills and knowledge of team members. 
  • Provide ongoing training and support to address skill gaps and keep the team updated on industry trends and best practices. 

6.Reporting and Documentation: 

  • Generate and analyze performance reports to track team and individual performance. 
  • Maintain accurate and up-to-date documentation related to team activities, client interactions, and process improvements. 

Qualifications and Skills: 

  • Bachelor’s degree in management (Preferred Master’s degree) 
  • Fluency in Advance English (C2-Proficient) and Hindi Language. 
  • Proven experience in a BPO environment, with a minimum of 2+ years in a leadership or supervisory role. 
  • Knowledge of customer service best practices. 
  • Strong interpersonal and communication skills. 
  • Excellent problem-solving abilities and the ability to make informed decisions under pressure. 
  • Proficient in using BPO tools and technologies. 
  • Familiarity with relevant industry regulations and compliance standards. 
  • Capabilities to handle projects related to contact center operations such as implementing new software, process improvements or system updates. 

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