Team Lead

5 days ago

Pune, India Apex One Full time

Job Title: Assistant Manager – International Process | BPO
Company:
Client

Location:
Pune

Experience:
Minimum 5+ years (with at least 2 years as Assistant Manager/Team Lead – on paper)

Team Size Managed:
15–20 FTEs

Industry Preference:
International BPO/Service Delivery

Role Overview
Client is looking for an experienced
Team Lead
with strong people management and service delivery skills to lead a high-performing team of Process Associates. The ideal candidate must have prior experience in managing international processes and will be responsible for ensuring operational excellence, customer satisfaction, and team development.

Key Responsibilities

  • Lead and manage a team of 15–20 FTEs, driving consistent performance and productivity.
  • Understand operational requirements and implement best practices for efficiency and quality.
  • Design, execute, and monitor new processes, tools, and workflows for service delivery.
  • Foster a team culture that emphasizes accountability, collaboration, and excellent customer service.
  • Motivate, mentor, and coach team members to meet business goals and maintain high standards.
  • Monitor team performance, conduct reviews, and implement corrective action plans when needed.
  • Prepare and analyze MIS reports for leadership review.
  • Interact with customers, resolve queries, and manage escalations effectively.
  • Coordinate and supervise day-to-day team operations.
  • Respond to written/electronic correspondence in a timely and professional manner.

Requirements

  • Minimum 2 years of experience as Assistant Manager/Team Leader (on paper) in an international process.
  • Proven track record in managing teams of 15–20 FTEs.
  • Strong people management and service delivery expertise.
  • Excellent communication skills (verbal & written) with international exposure.
  • Strong problem-solving, analytical, and decision-making skills.
  • Experience in preparing and analyzing MIS reports.
  • Ability to thrive in a fast-paced, customer-focused environment.

Skills: bpo,management,international process

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