: 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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📌 Team Lead (Mumbai)
🏢 TP
📍 Mumbai