Hiring For Team Leader - Operations | international BPO

Key Responsibilities

• Lead, manage, and motivate a team of customer support executives in an international BPO setup
• Monitor and analyze key performance metrics : AHT, CSAT, NPS, shrinkage, and attrition
• Provide regular feedback, coaching, and performance evaluations
• Manage daily team operations including scheduling, attendance, and shift management
• Drive process improvements and maintain high service quality
• Handle escalations and ensure quick resolutions
• Prepare performance reports and share insights with senior management
• Foster a culture of accountability, engagement, and customer focus
• Ensure compliance with all operational guidelines and policies

Required Candidate Profile

Skills Required

Process Optimization, Team Management, Data Analysis, Quality Assurance, Project Management, Client Relations