Operations Team Lead - International BPO

Job Title : Team Leader – International BPO

Location : Navi Mumbai

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 :

Requirements :

Compensation : Upto 7 LPA

Benefits : Health Insurance, Performance Incentives, Transport Facility, etc.