International team leader

As a Team Leader in the international BPO sector, you will be responsible for leading and managing a team of 30 agents in an international voice process. Your main goal will be to achieve SLA, quality, productivity, and compliance targets. You will need to monitor performance using KRA/KPI metrics, conduct coaching sessions, provide feedback, and perform regular performance reviews. Handling escalations, improving CSAT scores, and coordinating with clients will also be part of your responsibilities. Additionally, tracking reports on shrinkage, attrition, adherence, etc., and collaborating with QA, HR, WFM, and Training teams will be crucial. Driving team engagement, maintaining discipline, and ensuring policy adherence are essential for success in this role. **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:** - Understand KRA/KPI concepts, BPO metrics, Excel (VLOOKUP, Pivot, etc.) - Attrition Formula - Shrinkage Formula **Requirements:** - Graduate with excellent English (verbal & written) - 2+ years of experience as a Team Leader in an international voice process - Strong leadership, people management, and analytical skills - Flexibility for 24/7 rotational shifts (including weekends/holidays) As a full-time Team Leader, you will be based at Kudlu Gate, Bangalore, working in a 24/7 rotational shift pattern that includes US, UK, and Australian shifts. This role requires 2+ years of experience in an international BPO environment with team handling experience of 25+ agents. Your responsibilities will revolve around leading your team to success by meeting various performance metrics, ensuring client satisfaction, and fostering a positive work environment.,