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.
Valuable understanding of BPO metrics (Attrition, Shrinkage).
Excellent communication and problem-solving skills.
Ability to work in a fast-paced night shift workplace.

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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