Operations Team Lead

4 weeks ago

Navi Mumbai, India Three Across Full time

Job Title: Team Leader – International BPO

Location: Navi Mumbai

Department: Operations

Shift: Rotational Shift (as per business requirement)

Reporting To: Operations Manager / Process Manager

Job Summary:

We are seeking an experienced and dynamic Team Leader to manage and lead a team of Customer Support Associates for our International BPO operations. The ideal candidate will be responsible for delivering consistent performance, ensuring quality service delivery, and driving team engagement and development.

Key Responsibilities:

  • Supervise and lead a team of 15–20 Customer Support Representatives.
  • Monitor daily team performance metrics (AHT, CSAT, Quality, Adherence, etc.).
  • Provide coaching, feedback, and support to enhance agent performance.
  • Handle escalated customer issues and ensure prompt resolution.
  • Conduct regular team meetings, performance reviews, and one-on-ones.
  • Ensure compliance with company policies, procedures, and client requirements.
  • Prepare and share daily/weekly/monthly reports with stakeholders.
  • Motivate and inspire the team to achieve targets and maintain high morale.
  • Collaborate with training and quality teams for process improvements.
  • Maintain discipline and manage attendance, attrition, and staffing.

Key Skills & Competencies:

  • Strong leadership and people management skills.
  • Excellent communication (verbal and written) and interpersonal skills.
  • Ability to work in a fast-paced, high-pressure environment.
  • Problem-solving and decision-making capabilities.
  • Knowledge of BPO KPIs and operational metrics.
  • Flexible to work in rotational shifts and on weekends, if required.

Requirements:

  • Minimum 1–3 years of experience as a Team Leader in an International BPO.
  • Graduate in any discipline (preferred).
  • Experience in voice support processes (based on process requirement).
  • Proficient with MS Office tools (Excel, Word, PowerPoint).

Compensation: Upto 7 LPA

Benefits: Health Insurance, Performance Incentives, Transport Facility, etc.

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