Team Leader

Job Title: Team Leader – International BPO Location: [Mira Road] Shift: Night Shift  Saturday & Sunday Fixed off Job Timing: 7:30 pm to 5:00 am  Salary Range: (25k to 40k) Depends on interview/Experience  Age:- 25 to 38 Reports To: Operations Manager / Process Manager Experience Required: 1–5 years in BPO, with 1+ year in a TL role (Preferred in international Exp) Job Summary: We are seeking a proactive and experienced Team Leader to oversee a team of associates/executives handling international customer interactions. The Team Leader will be responsible for achieving operational targets, managing performance, driving quality and compliance, and ensuring excellent service delivery in line with client expectations. Key Responsibilities: Monitor real-time performance metrics and take corrective actions when required. Conduct regular team huddles, one-on-ones, performance reviews, and feedback sessions. Track and report daily, weekly, and monthly metrics to the operations manager. Handle escalations and resolve client/customer complaints professionally. Conduct training refreshers or coordinate with L&D to upskill team members. Maintain discipline, attendance, and adherence within the team. Ensure process compliance and data security as per international standards (e.g., GDPR, HIPAA if applicable). 1+ year of experience as a Team Leader in an international BPO environment. Strong understanding of customer service metrics and call center dynamics. Excellent communication, coaching, and interpersonal skills. Proficient in MS Office tools (Excel, PowerPoint) and reporting Ability to work in a fast-paced, target-driven environment Willingness to work in night shifts Benefits: Competitive salary Provident fund  Career growth opportunities Friendly work culture