Team Leader – International BPO (Voice/Blended Process)Job Summary

We are hiring experienced Team Leaders for International BPO Voice/Blended Process.

Roles & Responsibilities
Manage and lead a team of customer support associates.
Monitor daily team performance, productivity, attendance, and adherence.
Handle team escalations and ensure timely resolution within TAT.
Conduct regular coaching sessions, feedback meetings, and team huddles.
Maintain and achieve SLA, KPI, Quality, CSAT, Attrition, and Shrinkage targets.
Drive operational performance and team productivity.
Analyze performance metrics and implement action plans for continuous improvement.
Coordinate with management for process improvements and operational excellence.
Ensure adherence to company policies, compliance, and shift schedules.
Prepare and maintain operational reports and team performance dashboards.





Candidate Requirements
Minimum 1 year of on-paper Team Leader experience in an International BPO.
Experience in Voice or Blended Process is mandatory.
Robust knowledge of SLA, KPI, Quality, CSAT, Attrition, and Shrinkage management.
Excellent communication and people management skills.
Comfortable working in rotational/24x7 shifts.
Immediate joiners preferred.

Salary

Up to 7 LPA or 15%-20% hike, whichever is lower.

Pay: Up to ₹700,000.00 per year

Perks:
Cell phone reimbursement
Commuter assistance
Adaptable schedule
Health insurance
Leave encashment
Life insurance
Paid sick time
Paid time off
Provident Fund

Work Location: In person

📌 Customer Service Team Leader Mumbai
🏢 Venture Quest
📍 Mumbai