Bpo Team Lead
- IntouchCX
- 5 - 8 years
- Hyderabad
- 6 months ago
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Job Description
We are looking for a dynamic and results-driven BPO Team Lead with a strong background in sales, customer experience metrics (NPS, KPIs), and handling live chat, product support, and tech support teams. The ideal candidate will play a pivotal role in managing performance, coaching team members, and ensuring delivery excellence.
Key Responsibilities:
- Drive team performance to achieve and exceed sales targets
- Monitor and improve NPS, CSAT, and key performance metrics
- Lead a team of agents handling live chat, product support, and technical support
- Conduct regular coaching, feedback, and performance reviews
- Collaborate with Quality, Training, and Operations teams to ensure continuous improvement
- Handle escalations and ensure timely resolution
What Were Looking For:
- Proven experience as a Team Lead in BPO, preferably in sales-driven processes
- Hands-on knowledge of NPS, KPIs, CSAT
- Exposure to live chat and multichannel support
- Strong understanding of tech and product support processes
- Excellent communication and leadership skills
- Ability to work in a fast-paced and target-driven environment
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: Operational Metrics Customer Service Sales Retention Attrition Shrinkage CSAT International Voice Process
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IntouchCX
About company *IntouchCX Intouchcx is a global customer care and technology company that provides value- driven, future-forward solutions. For over 20 years, we have been the people and technology behind the worlds biggest brands, empowering human potential through our artificial intelligence di...
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