Team Lead (BPO)

Job Title: Assistant Manager – International Process | BPO

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Role Overview

Team Lead

Key Responsibilities

• Lead and manage a team of 15–20 FTEs, driving consistent performance and productivity.
• Understand operational requirements and implement best practices for efficiency and quality.
• Design, execute, and monitor new processes, tools, and workflows for service delivery.
• Foster a team culture that emphasizes accountability, collaboration, and excellent customer service.
• Motivate, mentor, and coach team members to meet business goals and maintain high standards.
• Monitor team performance, conduct reviews, and implement corrective action plans when needed.
• Prepare and analyze MIS reports for leadership review.
• Interact with customers, resolve queries, and manage escalations effectively.
• Coordinate and supervise day-to-day team operations.
• Respond to written/electronic correspondence in a timely and professional manner.
  

Requirements

• Minimum 2 years of experience as Assistant Manager/Team Leader (on paper) in an international process.
• Proven track record in managing teams of 15–20 FTEs.
• Strong people management and service delivery expertise.
• Excellent communication skills (verbal & written) with international exposure.
• Strong problem-solving, analytical, and decision-making skills.
• Experience in preparing and analyzing MIS reports.
• Ability to thrive in a fast-paced, customer-focused environment.