WT
Hiring For Team Leader - Operations | international BPO
Witbloom Training Placement · Mumbai · onsite · Posted 64d ago
Not disclosed3–8 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Key Responsibilities
- Lead, manage, and motivate a team of customer support executives in an international BPO setup
- Monitor and analyze key performance metrics: AHT, CSAT, NPS, shrinkage, and attrition
- Provide regular feedback, coaching, and performance evaluations
- Manage daily team operations including scheduling, attendance, and shift management
- Drive process improvements and maintain high service quality
- Handle escalations and ensure quick resolutions
- Prepare performance reports and share insights with senior management
- Foster a culture of accountability, engagement, and customer focus
- Ensure compliance with all operational guidelines and policies
Required Candidate Profile
- Minimum 1 year of experience as a Team Leader in an International BPO
- Strong understanding of BPO metrics: AHT, NPS, CSAT, shrinkage, attrition
- Excellent verbal and written communication skills
- Flexible to work in 24x7 rotational shifts
- Strong leadership, problem-solving, and decision-making abilities
- Proven track record in managing performance and meeting SLA targets
Sourced from foundit
Skills
process optimizationteam managementClient RelationsProject ManagementQuality Assurancedata analysis