Non Voice Team Lead

Job Description: Team Lead - Back Office Operations (International BPO)

Location:

Role Summary

Team Lead - Back Office Operations

Key Responsibilities (KRA)

• Lead and manage a team of back-office associates to achieve operational targets.
• Monitor daily productivity, quality, SLA, and TAT performance.
• Drive process improvements and operational efficiency initiatives.
• Manage workforce planning, schedule adherence, and shrinkage control.
• Handle team coaching, mentoring, and development plans.
• Conduct performance reviews, feedback sessions, and career discussions.
• Ensure compliance with client requirements, company policies, and audit standards.
• Manage employee engagement activities to improve retention and morale.
• Collaborate with stakeholders and support functions for seamless operations.

Key Performance Indicators (KPI)

• SLA & TAT Achievement
• Productivity & Utilization Metrics
• Quality Scores and Error Reduction
• Shrinkage Control
• Attrition Management
• Attendance & Schedule Adherence
• Team Engagement Scores
• Client Satisfaction Metrics
• Training & Development Completion
• Process Improvement Initiatives Delivered

Requirements

• Graduate in any discipline (undergraduates are consider based on business approval o

• 5+ years of experience in International BPO Back Office Operations.

• Minimum 2 years of experience as a Team Leader.

• Strong knowledge of workforce management, shrinkage, attrition, and performance management.
• Excellent reporting and analytical skills (Excel, MIS, dashboards).
• Strong communication, stakeholder management, and people leadership skills.
• Ability to work in a fast-paced, target-driven environment.