Operations Team Lead
4 weeks ago
Job Title: Team Leader – International BPO
Location: Gurugram & Indore
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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