Key Responsibilities

- Lead, manage, and motivate a team of customer support executives in an international BPO setup
- Monitor and analyze key performance metrics: AHT, CSAT, NPS, shrinkage, and attrition
- Provide regular feedback, coaching, and performance evaluations
- Manage daily team operations including scheduling, attendance, and shift management
- Drive process improvements and maintain high service quality
- Handle escalations and ensure quick resolutions
- Prepare performance reports and share insights with senior management
- Foster a culture of accountability, engagement, and customer focus
- Ensure compliance with all operational guidelines and policies

Required Candidate Profile

- Minimum 1 year of experience as a Team Leader in an International BPO
- Solid understanding of BPO metrics: AHT, NPS, CSAT, shrinkage, attrition
- Excellent verbal and written communication skills
- Flexible to work in 24x7 rotational shifts
- Strong leadership, problem-solving, and decision-making abilities
- Proven track record in managing performance and meeting SLA targets

📌 Hiring For Team Leader - Operations | international BPO (Indore)
🏢 Witbloom Training Placement
📍 Indore