TEAM LEADER BPO

BPO HIRING - TEAM LEADER Location - BHOPAL (M.P.) Experience - Min 1 Year as Team Lead Budget - 28K in hand Max Key Responsibilities: - Manage day-to-day team operations to achieve Service Level Agreements (SLAs), productivity, quality, and performance targets. Ensure schedule adherence, attendance, and floor discipline. Monitor daily operational metrics and implement corrective actions where required. Drive process compliance and operational efficiency. Handle escalations and ensure timely issue resolution. Monitor individual and team performance through regular reviews. Conduct call monitoring, quality audits, coaching sessions, and feedback discussions. Prepare and execute Performance Improvement Plans (PIPs) where required. Conduct monthly and quarterly performance appraisals. Lead, mentor, motivate, and develop a team of approximately 1520 Customer Service Associates. Identify training needs and coordinate learning and development initiatives. Manage employee engagement, motivation, and retention activities. Handle HR-related responsibilities including confirmations, promotions, disciplinary actions, and terminations in coordination with HR. Key Performance Indicators (KPIs) SLA Achievement Productivity Quality Score Customer Satisfaction (CSAT) Attendance & Schedule Adherence Attrition & Retention Team Engagement Escalation Resolution Coaching Effectiveness Process Compliance If Interested please share your CV at prakhar.jain@magnumgroup.co.in or +91-8815331494. .