Posted:1 week ago|
Platform:
On-site
Full Time
Job Title: Team Leader – BPO (International Voice – 30 Member Team)
Location: Kudlu Gate, Bangalore
Shift: 24/7 Rotational (US/UK/Australian Shifts)
Experience: 2+ years in international BPO with team handling (25+ agents)
Key Responsibilities:
Lead and manage a team of 30 agents in an international voice process
Achieve SLA, quality, productivity & compliance goals
Monitor performance using KRA/KPI metrics
Conduct coaching, feedback, and performance reviews
Handle escalations, improve CSAT & client coordination
Track reports: shrinkage, attrition, adherence, etc.
Collaborate with QA, HR, WFM & Training teams
Drive team engagement, discipline & policy adherence
Must Know:
KRA/KPI concepts, BPO metrics, Excel (VLOOKUP, Pivot, etc.)
Attrition Formula:
Shrinkage Formula:
Requirements:
Graduate with excellent English (verbal & written)
2+ years as a Team Leader in international voice process
Strong leadership, people management, and analytical skills
Flexible for 24/7 rotational shifts (incl. weekends/holidays)
Job Type: Full-time
Pay: ₹30,000.00 - ₹40,000.00 per month
Work Location: In person
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