Team Lead

Process: International BPO

Designation: Team Leader- Operations

Key Responsibilities:

• Team Management: Monitor daily attendance, login hours, adherence, and general performance of team

members.

• Metric Tracking: Drive key performance indicators (KPIs) such as AHT (Average Handling Time), CSAT

(Customer Satisfaction), NPS (Net Promoter Score), Attrition, and Shrinkage.

• Coaching & Development: Conduct regular one-on-one feedback sessions, performance appraisals, and

training updates.

• SLA Compliance: Ensure the team meets client contract goals and service level agreements (SLAs).
• Escalation Handling: Resolve complex customer complaints or technical escalations that agents cannot fix.
• Reporting: Prepare daily, weekly, and monthly performance reports for senior management.

Requirements & Qualifications:

• Experience: Minimum 1 to 3 years of experience as a Team Leader in an international BPO voice or non-voice

process.

• Communication Skills: Exceptional verbal and written English communication skills.
• Shift Flexibility: Readiness to work in 24/7 rotating shifts, including US or UK night shifts.
• Analytical Skills: Strong knowledge of BPO metrics, Excel, and dashboard reporting.
• Call us on - Punit-[phone removed] or whats app me your resume.