Team Leader International Telecom (BPO)

Cogenthub

2 - 7 years

2 - 4 Lacs

kolkata

Posted:16 hours ago| Platform:

Apply

Skills Required

immediate joining team leader team leading international process international bpo team management team handling customer service bpo operations kpi sla shrinkage shrinkage control aht attrition telecom kpi analysis crm tool csat international voice process

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary

Team Leader (TL)

Key Responsibilities

Lead, motivate, and manage a team of BPO agents handling
international telecom processes
(voice/non-voice).
Monitor team performance, track metrics (AHT, CSAT, FCR, Quality, etc.), and ensure targets are consistently met.
Conduct regular coaching, feedback sessions, and performance reviews to improve individual and team outcomes.
Handle escalations efficiently and provide resolution within SLA timelines.
Collaborate with Operations Managers and QA teams to implement process improvements and training initiatives.
Prepare and maintain daily/weekly/monthly performance reports.
Ensure compliance with company policies and client requirements.

Required Skills & Qualifications

Experience:
25 years in an
International BPO environment
, with
minimum 1 year in a Team Leader role
(preferably in a telecom process).
Strong understanding of telecom products/services and customer service processes.
Excellent communication, interpersonal, and leadership skills.
Ability to analyze data, manage performance metrics, and drive operational excellence.
Flexibility to work in rotational shifts (including night shifts).
Immediate joiners preferred.

Education

Graduate in any discipline (preferred but not mandatory).

More Jobs at Cogenthub

Manager - Financial Planning and Analysis

Gurugram

2 - 7 yrs

INR 12 - 15 Lacs

Senior Manager Pre-Sales and Solution Architect

Kolkata

15 - 19 yrs

INR 22 - 30 Lacs

Business Development Manager/Sales Manager- New Client Acquisition

Kolkata, Gurugram, Bengaluru

3.0 - 8.0 yrs

INR 16 - 31 Lacs

Hiring For International Voice Process- Customer Service & Upselling

Kolkata

Experience: Not specified

INR 2 - 3 Lacs

Hiring Manager Sales/Sr. Manager Sales

Kolkata

10.0 - 15.0 yrs

INR 13 - 17 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.