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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