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Customer Experience Lead - BPO
Hyderabad, Telanganafull time₹450,000 - ₹700,000
Posted 4 days ago145 applicants
Alorica India is hiring a Customer Experience Lead to manage a team of 25-30 customer service agents for a US retail client in Hyderabad. You will be responsible for team performance, quality monitoring, coaching, and operational reporting in a fast-paced, target-driven BPO environment.
The ideal candidate has at least 3 years of BPO experience including team handling or supervisory exposure, strong communication skills, and a data-driven approach to managing team metrics.
- Manage daily operations and performance for a team of 25-30 agents
- Monitor quality scores, AHT, CSAT, and shrinkage metrics
- Conduct one-on-one coaching and team huddles
- 3-5 years of BPO experience with at least 1-2 years in team lead or supervisory role
- Strong English communication skills for US client interactions
- Experience in retail or e-commerce BPO domain is preferred
- Proficiency in Excel and workforce management tools
- Strong coaching, feedback, and people management skills
- Lead daily team operations and performance management
- Monitor real-time floor metrics and provide immediate support to agents
- Deliver performance reviews and structured coaching sessions
- Coordinate with quality team on calibration and improvement plans
- Prepare and present team performance reports to operations manager
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