Team Leader – International BPO (Voice/Blended Process)Job Summary
We are hiring experienced Team Leaders for International BPO Voice/Blended Process.
Roles & Responsibilities
- Manage and lead a team of customer support associates.
- Monitor daily team performance, productivity, attendance, and adherence.
- Handle team escalations and ensure timely resolution within TAT.
- Conduct regular coaching sessions, feedback meetings, and team huddles.
- Maintain and achieve SLA, KPI, Quality, CSAT, Attrition, and Shrinkage targets.
- Drive operational performance and team productivity.
- Analyze performance metrics and implement action plans for continuous improvement.
- Coordinate with management for process improvements and operational excellence.
- Ensure adherence to company policies, compliance, and shift schedules.
- Prepare and maintain operational reports and team performance dashboards.
Candidate Requirements
- Minimum 1 year of on-paper Team Leader experience in an International BPO.
- Experience in Voice or Blended Process is mandatory.
- Strong knowledge of SLA, KPI, Quality, CSAT, Attrition, and Shrinkage management.
- Excellent communication and people management skills.
- Comfortable working in rotational/24x7 shifts.
- Immediate joiners preferred.
Salary
Up to 7 LPA or 15%-20% hike, whichever is lower.
Pay: Up to ₹700,000.00 per year
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Flexible schedule
- Health insurance
- Leave encashment
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
