BPO Team Leader - International Process

Process: Altice Voice & Chat

Openings: 10

Location: ITPL, Bangalore

Work Mode: Work From Office

Job Summary

Hiring For experienced Team Leaders for an International BPO Altice Voice & Chat process. The ideal candidate must have proven experience in managing teams, handling KPIs, and driving performance in an international customer support environment.

Key Responsibilities

• Manage a team of agents in an International Voice & Chat process
• Achieve SLA, KPI, CSAT, AHT, FCR, Shrinkage, and Productivity targets
• Conduct team huddles, performance reviews, and coaching sessions
• Handle escalations and ensure customer satisfaction
• Prepare daily, weekly, and monthly performance reports
• Drive team motivation, attendance, and adherence
• Ensure compliance with process and quality standards
• Collaborate with QA, Training, and Operations teams

Mandatory Requirements

• Minimum 1 year experience as Team Leader in International BPO (Voice/Chat)
• Must be well-versed with all TL formulas (AHT, Shrinkage, Occupancy, Attrition, CSAT, Productivity, SLA, etc.)
• Strong people management and communication skills
• Exposure to escalations and performance management
• Under Graduation (UG) is acceptable

Salary & Benefits

• CTC: Up to 7.5 8 LPA (Based on last drawn CTC & interview performance)
• 5 days working / 2 days off
• 2-way cab facility provided
• Growth opportunities with a leading global BPO

Preferred Skills

• International Voice & Chat handling
• KPI Management & Reporting
• Team Handling (1525 agents)
• Escalation Management
• MS Excel & Reporting Tools

How to Apply

• Contact -

  Chirag

• Number -

  9035305638 or Whatsapp on - 9035305638

• Mail your relevant profile with:

  chiraghr.stepstone@gmail.com

• Updated CV
• Current CTC, Expected CTC
• Total TL experience
• International process experience