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Team Leader

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  • Helpdesk & Support - BPO
  • Mohali
  • Full-time
  • 3–8 yrs
  • Posted October 1, 2026
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A BPO Team Leader is responsible for team performance, SLA/KPI achievement, attendance and adherence, queue management, coaching and feedback, quality compliance, escalation handling, RCA, roster management, and employee engagement. The TL ensures smooth daily operations, drives productivity, identifies improvement areas, maintains process compliance, and provides timely performance reporting to management.

Key responsibilities

Manage daily team operations and workflow. Monitor and achieve SLA/KPI targets. Track attendance, adherence, and punctuality. Coach and provide regular performance feedback. Manage queues and workload distribution. Monitor quality and ensure SOP compliance. Handle customer and operational escalations. Conduct RCA and implement corrective actions. Manage rosters, leaves, and shift coverage. Drive employee engagement, productivity, and team development.