Opening For Team Lead - Gandhi Nagar

Role Objective. The Team Leader (TL) serves as the core operational engine of the service delivery floor. This leader directly manages, supervises, and inspires a team of 2025 agents to meet performance, productivity, and quality standards under established guidelines. Balancing daily execution with talent development, the TL ensures 100% adherence to departmental policies and client objectives. This is a great opportunity to build a career in the SAP HCM domain. Interested candidates looking to grow in SAP HCM are encouraged to apply. This role offers hands-on exposure to real-world SAP HCM projects.

Key Responsibilities. Operational Floor Supervision: Supervise, direct, and motivate 20–25 agents to consistently meet or exceed daily, weekly, and monthly SLA targets. SLA & Production Planning: Plan, schedule, and prioritize production work independently, resolving real-time operational roadblocks to maintain continuous delivery. Continuous Process Improvement: Identify floor-level inefficiencies and process leaks, implementing site-lead strategies to optimize turnaround times (TAT) and quality. Metrics Compilation & Business Reviews: Compile, analyze, and present performance metrics to senior leadership and global stakeholders during regular business reviews. Lifecycle Staffing & Administration: Drive hiring, resource forecasting, and administrative tasks across the complete agent lifecycle. Employee Development & Attrition Control: Conduct regular 1:1 sessions, provide performance feedback, and foster an inclusive workspace to maintain low attrition. Roles and Responsibilities. Manage a team of customer support agents to ensure excellent service delivery. Develop and implement effective strategies for improving customer engagement, satisfaction, and retention. Collaborate with cross-functional teams to resolve complex issues and improve overall process efficiency. Conduct regular performance reviews, provide coaching, and mentorship to team members. Ensure compliance with company policies, procedures, and regulatory requirements. Desired Candidate Profile. 5-7 years of experience in BPO or call center environment as a Team Leader or similar role. Proven track record of delivering exceptional customer experiences through voice processing (inbound/outbound) or chat support. Strong understanding of content moderation principles for effective issue resolution. Excellent communication skills with ability to motivate teams towards achieving goals. Candidates with strong communication skills and a willingness to learn are encouraged to apply. Freshers and experienced professionals meeting the above criteria are welcome to apply. Only candidates matching the required skill set and experience level will be considered.