Hiring For Team Leader - Operations | international BPO

3 - 8 years

3 - 5 Lacs

Posted:8 hours ago| Platform: Foundit logo

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Work Mode

On-site

Job Type

Full Time

Job Description

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

  • Minimum 1 year of experience as a

    Team Leader in an International BPO

  • Strong understanding of BPO metrics: AHT, NPS, CSAT, shrinkage, attrition
  • Excellent verbal and written communication skills
  • Flexible to work in

    24x7 rotational shifts

  • Strong leadership, problem-solving, and decision-making abilities
  • Proven track record in managing performance and meeting SLA targets

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