Team Leader Jobs Opening in Black Seedspire Technologies Pvt Ltd at Bangalore
Job Description
Experience Required: Minimum 3 years in a similar leadership role within an international BPO setup Education: Graduate (mandatory)
More information about this Team Leader Job
Please go through the below FAQs to get all answers related to the given Team Leader job
Job Summary:
The Team Leader is responsible for supervising a team of Customer Support Executives handling travel-related customer queries across voice, email, and chat channels for the US market. The position demands proactive leadership, sharp process knowledge, performance monitoring, and rigorous adherence to KPIs and compliance parameters in a travel helpdesk environment.
The Team Leader is responsible for supervising a team of Customer Support Executives handling travel-related customer queries across voice, email, and chat channels for the US market. The position demands proactive leadership, sharp process knowledge, performance monitoring, and rigorous adherence to KPIs and compliance parameters in a travel helpdesk environment.
Key Responsibilities:
● Manage, supervise, and monitor daily operational performance of the assigned team to meet service levels and process metrics.
● Drive agent-level efficiency in resolving complex customer issues related to bookings, ticketing, refunds, cancellations, and itinerary changes.
● Conduct quality assessments and side-by-side coaching for process adherence, communication, soft skills, and customer satisfaction.
● Execute daily team briefings, one-on-one sessions, monthly appraisals, and performance improvement plans where required.
● Ensure timely and error-free scheduling, attendance tracking, shift rosters, and shrinkage control.
● Handle all Level 1 escalations with professionalism and escalate further as needed with complete documentation and root cause reporting.
● Collaborate closely with QA, Training, and WFM teams for performance calibration, feedback, and continuous improvement.
● Submit daily, weekly, and monthly team performance reports to Operations Manager and stakeholders.
● Maintain an environment of motivation, discipline, transparency, and accountability.
Required Skills & Competencies:
● Strong leadership, coaching, and team management skills.
● Deep understanding of call center metrics (AHT, CSAT, QA scores, attrition, shrinkage, etc.).
● Sound knowledge of Travel policies, airline procedures, and customer handling protocols.
● Advanced MS Excel and dashboard reporting abilities.
● Experience in CRM, QA monitoring tools, dialers, WFM platforms (preferred: NICE, Avaya, Genesys).
● Emotional intelligence, conflict resolution, and team motivation techniques.
● Manage, supervise, and monitor daily operational performance of the assigned team to meet service levels and process metrics.
● Drive agent-level efficiency in resolving complex customer issues related to bookings, ticketing, refunds, cancellations, and itinerary changes.
● Conduct quality assessments and side-by-side coaching for process adherence, communication, soft skills, and customer satisfaction.
● Execute daily team briefings, one-on-one sessions, monthly appraisals, and performance improvement plans where required.
● Ensure timely and error-free scheduling, attendance tracking, shift rosters, and shrinkage control.
● Handle all Level 1 escalations with professionalism and escalate further as needed with complete documentation and root cause reporting.
● Collaborate closely with QA, Training, and WFM teams for performance calibration, feedback, and continuous improvement.
● Submit daily, weekly, and monthly team performance reports to Operations Manager and stakeholders.
● Maintain an environment of motivation, discipline, transparency, and accountability.
Required Skills & Competencies:
● Strong leadership, coaching, and team management skills.
● Deep understanding of call center metrics (AHT, CSAT, QA scores, attrition, shrinkage, etc.).
● Sound knowledge of Travel policies, airline procedures, and customer handling protocols.
● Advanced MS Excel and dashboard reporting abilities.
● Experience in CRM, QA monitoring tools, dialers, WFM platforms (preferred: NICE, Avaya, Genesys).
● Emotional intelligence, conflict resolution, and team motivation techniques.
Mandatory Requirements:
● At least 3 years of experience as a Team Leader in a BPO (preferably US or travel support).
● Demonstrated ability to lead and mentor 15–20 associates in a fast-paced, SLA-driven environment.
● Strong analytical reporting and performance documentation capabilities.
● Must be willing to work rotational including weekends and US holidays.
● Ability to manage high-pressure environments and strict client SLAs.
● At least 3 years of experience as a Team Leader in a BPO (preferably US or travel support).
● Demonstrated ability to lead and mentor 15–20 associates in a fast-paced, SLA-driven environment.
● Strong analytical reporting and performance documentation capabilities.
● Must be willing to work rotational including weekends and US holidays.
● Ability to manage high-pressure environments and strict client SLAs.
More information about this Team Leader Job
Please go through the below FAQs to get all answers related to the given Team Leader job
- What are the job requirements to apply for this Team Leader job position?
- Ans: A candidate must have a minimum of 3 to 3+ year experience as an Team Leader
- What is the qualification for this job?
- Ans: The candidate can be a Graduate from any of the following: B.Com, BA, BBA/BBM, BCA
- What is the hiring Process of this job?
- Ans: The hiring process all depends on the company. Normally for an entry level, hiring the candidate has to go for Aptitude, GD (If they look for communication),Technical test and face to face interviews.
- This Team Leader is a work from home job?
- Ans: No ,its not a Work from Home Job.
- How many job vacancies are opening for the Team Leader position?
- Ans: There are immediate 1 job openings for Team Leader in our Organisation.
Job Particulars
Role team leader
Who can apply Experienced (3 to 3+ Years)
Hiring Process Face to Face Interview, Virtual Interview
Employment TypeFull Time
Job Id2745329
Job Category BPO
SkillsLeadership
Locality Address
State Karnataka
Country India
About Company
Black Seedspire Technologies is committed to driving efficiency and innovation for businesses around the world. Our comprehensive outsourcing solutions are meticulously crafted to align with the distinct needs of diverse industries. By leveraging our expertise, companies can optimize their operations, cut costs, and significantly elevate their customer experience. Partner with us to unlock your business's full potential stay ahead in a competitive landscape.
Our innovative approaches redefine the possibilities for driving operational efficiency and sustainable growth, ensuring success for businesses in today's competitive landscape.
Our innovative approaches redefine the possibilities for driving operational efficiency and sustainable growth, ensuring success for businesses in today's competitive landscape.
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