Interested Candidate can share their resume to - HR Aniket 7621 969317
Job Title: Team Leader – International BPO (Voice/Blended Process)
Location: Navi Mumbai
Job Type: Full-Time
Shift: Rotational / 24x7
Working Days: 5 Days Working
Joining: Immediate Joiners Preferred
Benefits
- Attractive Performance-Based Incentives
- Cab Facility
- Career Growth Opportunities
Roles & Responsibilities
- Lead and manage a team in an International Voice/Blended Process.
- Monitor team performance, productivity, attendance, adherence, and quality metrics.
- Ensure achievement of SLA, KPI, CSAT, and operational targets.
- Conduct regular coaching sessions, feedback meetings, and team huddles to improve performance.
- Handle customer and process escalations efficiently.
- Prepare and present daily, weekly, and monthly performance reports.
- Coordinate with Operations and Management to ensure smooth process execution.
- Monitor and control team shrinkage and attrition by implementing effective retention and engagement initiatives.
- Analyze shrinkage trends, absenteeism, and employee attrition, and take proactive measures to improve workforce stability.
- Drive team motivation, employee engagement, and operational excellence.
- Ensure compliance with company policies and process guidelines.
Eligibility Criteria
- Minimum 1 year of on-paper Team Leader experience in an International BPO.
- Experience in International Voice or Blended Process is mandatory.
- Hands-on experience in managing shrinkage and attrition metrics is mandatory.
- Strong knowledge of SLA, KPI, Quality, and Team Performance Management.
- Excellent communication, leadership, and people management skills.
- Comfortable working in rotational/24x7 shifts.
- Immediate joiners preferred.
Key Skills
- Team Handling
- Shrinkage Management
- Attrition Management
- Performance Management
- SLA & KPI Monitoring
- Escalation Management
- International Voice Process
- Blended Process
- Workforce Planning
- Coaching & Mentoring
- Customer Support Operations
- MS Excel & Reporting
Pay: ₹500,000.00 - ₹700,000.00 per year
Application Question(s):
- Do you have documented experience(At least 1 Year) as a TL For International Process?
- Do You have strong knowledge of shrinkage & attrition ?
- Current and expected CTC
Work Location: In person
