Job Title: Team Leader – International BPO (Voice / Non-Voice) Department: Operations Reports To: Assistant Manager / Operations Manager Shift: 24/7 Rotational Shifts (US/UK/AUS time zones) Job Summary We are looking for an experienced Team Leader (TL) to oversee and drive the daily performance of an International BPO team. You will be responsible for tracking operational key performance indicators (KPIs), delivering SLA commitments, coaching customer service agents, managing team attrition, and serving as the direct point of contact for client escalations. Key Responsibilities Operations & SLA Management: Monitor live queues, manage agent rosters, track daily shrinkage and adherence, and ensure the team meets core metrics: AHT, FCR, CSAT/NPS, SLA %, and Error Rates. Performance & Coaching: Conduct weekly 1-on-1 feedback sessions, side-by-side call/chat audits, monthly appraisals, and performance improvement plans (PIPs) for underperforming agents. Escalation Handling: Act as the first line of escalation for critical customer queries or client-level complaints, taking ownership of real-time resolution. People & Team Management: Maintain low team attrition and absenteeism rates, foster team engagement, onboard new hires, and conduct daily operational huddles. Client & Management Reporting: Prepare process dashboards, performance reports, and actionable root-cause analysis (RCA) to present during client and internal review meetings.
Pay: ₹400,000.00 - ₹700,000.00 per year
Benefits:
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Ability to commute/relocate:
- Airoli, Navi Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)
Experience:
- Team management: 1 year (Preferred)
Work Location: In person
