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Job Description for team lead

  • Experience Required: 5-8 Years
  • Job Location: Mumbai

As a Team Lead in Knowledge Process Outsourcing, you will play a crucial role in managing and leading a team of professionals to achieve operational excellence. This position requires a combination of strong leadership skills, in-depth knowledge of KPO processes, and the ability to collaborate effectively with team members and other stakeholders.

  • Bachelor’s degree in a relevant field; additional qualifications or certifications related to KPO are advantageous.
  • Proven experience in a leadership role within a KPO environment.
  • Strong understanding of KPO processes, industry trends, and best practices.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Ability to motivate and inspire team members to achieve high performance.
  • Detail-oriented with a focus on delivering quality results.
  1. Team Management:
    • Lead and supervise a team of KPO professionals, providing guidance, coaching, and support to ensure individual and collective success.
    • Foster a positive and collaborative team culture, promoting open communication and knowledge sharing.
  2. Operational Oversight:
    • Coordinate day-to-day operations, ensuring tasks are assigned, monitored, and completed within established timelines.
    • Work closely with team members to resolve challenges and address any issues that may impact service delivery.
  3. Performance Monitoring:
    • Establish and monitor key performance indicators (KPIs) for team members, ensuring they meet or exceed performance targets.
    • Conduct regular performance reviews, providing constructive feedback and identifying areas for improvement.
  4. Shift Management:
    • Develop and implement effective shift schedules to ensure 24/7 coverage, meeting client service level agreements (SLAs).
    • Address staffing needs, including scheduling adjustments and coordinating coverage during peak periods or unforeseen events.
  5. Attendance Management:
    • Monitor and manage team members’ attendance, ensuring compliance with company policies and procedures.
    • Address attendance-related issues promptly and implement corrective measures as necessary.
    • Oversee the accurate and timely processing of team members’ attendance, collaborating with the HR and finance departments for salary processing.
  6. Training and Development:
    • Identify training needs and facilitate skill development programs to enhance the team’s capabilities.
    • Promote a continuous learning environment, keeping the team updated on industry trends and best practices.
  7. Quality Assurance:
    • Implement and maintain quality control measures to ensure the accuracy and reliability of work produced by the team.
    • Conduct regular quality audits and provide feedback for improvement.
  8. Client Interaction:
    • Serve as a point of contact between the team and clients, addressing client queries and ensuring a high level of customer satisfaction.
    • Collaborate with clients to understand their evolving requirements and relay feedback to the team.
  9. Process Improvement:
    • Identify opportunities for process optimization and efficiency improvements within the team.
    • Implement best practices and contribute to the continuous improvement of KPO processes.
  10. Collaboration:
    • Collaborate with cross-functional teams, fostering positive working relationships with other departments to achieve common goals.
    • Communicate effectively with management, sharing updates on team performance and challenges.
  11. Deadline Management:
    • Manage design projects efficiently, adhering to timelines and delivering high-quality designs within specified deadlines.
    • Prioritize tasks based on project requirements and deadlines.
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