Team Lead

Job Description Team Leader (International BPO)

Role Overview

We are looking for an experienced Team Leader International BPO who can manage team performance, ensure service quality, and drive operational excellence in a fast-paced customer support environment.

Key Responsibilities

• Manage, guide, and motivate a team of Customer Support Executives handling international processes .
• Monitor team performance against KPIs such as AHT, CSAT, Quality, Attendance, and Productivity .
• Conduct regular team huddles, performance reviews, and coaching sessions .
• Handle escalations and ensure timely resolution of customer issues.
• Coordinate with Quality, Training, and Operations teams to improve overall performance.
• Prepare and maintain daily/weekly reports and MIS.
• Ensure compliance with process guidelines, client requirements, and company policies .
• Drive team engagement and maintain a positive work environment.

Eligibility / Requirements

• Minimum 1 year of Team Leader experience in an International BPO (designation must be on paper).
• Mandatory experience in Voice or Blended LOB .
• Comfortable working in 24x7 rotational shifts .
• Excellent communication skills (verbal & written).
• Strong people management and problem-solving skills.
• Ability to join within 7 days (Immediate joiner preferred).

Compensation

• CTC up to 7 LPA , or
• 15%20% hike on current CTC (whichever is lower).

Work Location

• Airoli Mumbai

Shift

• 24x7 Rotational Shifts