Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. **Key Responsibilities** + **Performance Management:** Monitor and drive team performance across core metrics, including Average Handle Time (AHT) (https://www.sprinklr.com/blog/call-center-kpis/) , Customer Satisfaction (CSAT) (https://mihup.ai/call-center-metrics-and-call-quality-parameters-in-bpo/) , First Call Resolution (FCR) (https://www.rezo.ai/our-blogs/quality-parameters-in-bpo) , and quality scores. + **Coaching & Training:** Conduct regular 1-on-1 feedback sessions (https://x0pa.com/hiring/team-leader-job-description/) and "whisper coaching" to improve agent communication and product knowledge. + **Floor Support:** Act as the first point of contact for customer escalations (https://www.expertia.ai/blogs/bpo-team-leader-job-description-20910d) and technical issues, providing immediate solutions to keep the floor running smoothly. + **Compliance & Reporting:** Ensure the team adheres to company policies, privacy standards, and attendance requirements. Prepare daily, weekly, and monthly performance reports (https://www.expertia.ai/blogs/jd/hiring-for-team-leader-for-internaional-bpo-job-description-92603r) for management. + **Resource Planning:** Manage rosters, shift schedules (https://acxpa.com.au/glossary/call-centre-team-leader/) , and shrinkage/attrition control (https://www.quora.com/What-are-the-KPIs-of-a-manager-in-the-BPO-industry) to maintain optimal staffing levels. **Required Skills & Qualifications** + **Experience:** 3+ years of experience in a BPO environment, with at least 1 year in a leadership (https://100hires.com/team-lead-job-description.html) or supervisory role. + **Technical Skills:** Proficiency in MS Excel (https://xobin.com/job-descriptions/team-leader) for data tracking and presenting reports. + **Shift Flexibility:** Must be willing to work in a 24/7 environment, including night shifts and weekends. + **Communication:** Exceptional verbal and written communication skills (https://www.naukri.com/campus/career-guidance/team-lead-roles-and-responsibilities) for client interaction and internal reporting. + **Degree :** This role demands for the individuals who has completed Degree. Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . Complete the form and then email it as an attachment to FTADAAA@conduent.com . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt\_adaaa\_accommodation\_pol.pdf) .