Team Leader – Customer Service | International BPO – US Healthcare

Job Title: Team Leader – Customer Service

Process: US Healthcare – International Voice Process

Location: Thane – Wagle Estate

Experience: Minimum 2 years of Team Leader experience in an International BPO – Mandatory

Employment Type: Full-Time

Shift: Rotational Shifts

Weekly Off: Rotational Offs

Salary: Up to ₹75,000 In-Hand , depending on interview performance and previous salary

Job Summary

We are looking for an experienced Team Leader to lead and manage a team in an International BPO – US Healthcare Voice Process . The candidate will be responsible for driving team performance, maintaining service quality, managing operational KPIs, and ensuring a high level of customer experience.

The ideal candidate must have at least 2 years of Team Leader experience specifically in an International BPO environment and strong experience handling voice processes .

Key Responsibilities

- Manage and lead a team of Customer Service Executives in an international voice process.
- Drive team performance against key operational KPIs including CSAT, AHT, FCR, Service Level, Quality, Attendance, and Adherence .
- Monitor daily performance and identify areas requiring improvement.
- Conduct regular team huddles, one-on-one sessions, coaching, and performance reviews .
- Provide continuous feedback and performance coaching to team members.
- Handle customer escalations and ensure timely and effective resolution.




- Ensure adherence to process guidelines, SOPs, quality standards, and compliance requirements.
- Work closely with Quality, Training, and Operations teams to address performance and knowledge gaps.
- Prepare and share daily, weekly, and monthly performance reports.
- Drive employee engagement, accountability, productivity, and overall team performance.

Candidate Requirements
- Minimum 2 years of experience as a Team Leader in an International BPO – Mandatory.
- International Voice Process experience – Mandatory.
- Prior experience handling US/international customers .
- Strong understanding of BPO metrics such as CSAT, AHT, FCR, Service Level, Quality, Attendance, and Adherence .
- Excellent verbal and written communication skills.
- Robust leadership, people-management, coaching, and problem-solving abilities.
- Ability to analyze performance data and implement corrective actions.
- Proficiency in MS Excel, PowerPoint, and CRM/Contact Center tools .
- Candidates should be based in Thane or nearby areas and should be comfortable commuting to Thane – Wagle Estate.
- Willingness to work in rotational shifts and rotational offs .

Compensation Up to ₹75,000 In-Hand

Final compensation will be determined based on the candidate's interview performance, relevant experience, and previous compensation .

Preferred Qualifications:

- Graduate in any discipline.
- Exposure to quality frameworks and tools (e.g., Six Sigma, COPC) is an added advantage.

📌 Team Lead (Thane)
🏢 Sterling
📍 Thane