Operations Team Lead - International BPO

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Job Summary:

Team Leader

Key Responsibilities:

• Supervise and lead a team of 1520 Customer Support Representatives.
• Monitor daily team performance metrics (AHT, CSAT, Quality, Adherence, etc.).
• Provide coaching, feedback, and support to enhance agent performance.
• Handle escalated customer issues and ensure prompt resolution.
• Conduct regular team meetings, performance reviews, and one-on-ones.
• Ensure compliance with company policies, procedures, and client requirements.
• Prepare and share daily/weekly/monthly reports with stakeholders.
• Motivate and inspire the team to achieve targets and maintain high morale.
• Collaborate with training and quality teams for process improvements.
• Maintain discipline and manage attendance, attrition, and staffing.

Key Skills & Competencies:

• Strong leadership and people management skills.
• Excellent communication (verbal and written) and interpersonal skills.
• Ability to work in a fast-paced, high-pressure environment.
• Problem-solving and decision-making capabilities.
• Knowledge of BPO KPIs and operational metrics.
• Flexible to work in rotational shifts and on weekends, if required.

Requirements:

• Minimum 13 years of experience as a Team Leader in an International BPO.
• Graduate in any discipline (preferred).
• Experience in voice support processes (based on process requirement).
• Proficient with MS Office tools (Excel, Word, PowerPoint).

Compensation: Upto 7 LPA

Benefits: