S
BPO Team Lead
Chennai, Tamil Nadufull time₹450,000 - ₹700,000
Posted 4 days ago125 applicants
Sutherland Global Services is hiring an experienced BPO Team Lead to manage a team of 20-25 customer service agents for a US banking process in Chennai. You will be responsible for daily team performance, quality assurance, coaching, and operational reporting.
The ideal candidate has at least 3 years of BPO experience including team handling exposure. You should be comfortable managing performance dashboards, handling escalations, and driving CSAT improvements in a fast-paced operations environment.
- Manage team performance on key metrics: AHT, CSAT, FCR, and shrinkage
- Conduct daily team huddles and coaching sessions
- Handle escalated customer calls and complex issues
- 3-5 years of BPO experience with at least 1 year in a team handling or supervisory role
- Strong knowledge of banking or financial services domain is preferred
- Excellent English communication skills
- Experience with workforce management and reporting tools
- Ability to coach and motivate agents for performance improvement
- Comfortable working in US shift hours
- Monitor and improve team KPIs including CSAT, AHT, and quality scores
- Conduct real-time floor management and support agents during peak hours
- Deliver performance reviews and one-on-one coaching sessions
- Prepare and present daily/weekly performance reports to operations manager
- Coordinate with training team for new hire onboarding and refresher training
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