Job Description: Team Leader – BPO (Night Shift)

Company: Teleperformance

Designation: Team Leader

Shift: Complete Night Shift

Industry: BPO

Location: Ghansoli, Navi Mumbai

Key Responsibilities

- Handle and manage a team of Customer service Agent.
- Drive performance on key KPIs: Quality, Productivity.
- Control attrition through engagement and timely interventions.
- Monitor and manage shrinkage (attendance, adherence, leaves).
- Provide real-time support, coaching, and call monitoring.
- Handle customer and process escalations effectively.
- Ensure strict adherence to SOPs, client guidelines, and company policies.
- Prepare and share daily/weekly performance reports.
- Coordinate with Quality, Training, and Operations teams.

Skills Required

- Solid team handling and leadership skills.
- Good understanding of BPO metrics (Attrition, Shrinkage).
- Excellent communication and problem-solving skills.
- Ability to work in a fast-paced night shift environment.

Qualification & Experience

- Graduate in any discipline.
- 1–3 years of experience as a Team Leader/Senior Associate in BPO.
- Prior experience handling international clients preferred.

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