Operations Team Lead

4 weeks ago

Navi Mumbai, India Three Across Full time

Job Title: Team Leader – International BPOLocation: Navi MumbaiDepartment: OperationsShift: Rotational Shift (as per business requirement)Reporting To: Operations Manager / Process ManagerJob 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 LPABenefits: Health Insurance, Performance Incentives, Transport Facility, etc.

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