Job Description

Description:

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Team Leader (International Process) || Location: Andheri (Chandivali)

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Role Overview

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The Team Lead (International Process) is a critical supervisory role requiring a minimum of 1 years of experience as a Team Lead (TL) within the BPO Experience domain.

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This role demands exceptional People Management Skills and deep awareness of Operations and Client Metrics in a 24 x 7 Shift Window environment.

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The incumbent will be responsible for driving team performance, ensuring process adherence, managing talent development, and controlling key operational metrics like attrition and shrinkage.

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Job Summary

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We are seeking an experienced Team Lead with a background in managing International Process operations within the BPO sector. The ideal candidate will be a strong operational leader with expertise in coaching, performance management, and leveraging analytics to meet demanding client and internal targets. Excellent English communication skills and a strong drive to achieve results are essential.

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Key Responsibilities and Operational Deliverables

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People Management & Development: Exhibit People Management Skills by proactively leading, motivating, and managing team members. Manage the appraisals of team members on a yearly basis.

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Coaching and Performance: Be well versed in coaching & providing feedback to drive individual and team improvement. Focus on Feedback and Performance Management skills to uplift the overall quality and efficiency of the team.

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Metric Control and Adherence: Take ownership of critical BPO metrics, including Login Hours, Breaks, Quality and Productivity. Drive and monitor Schedule Adherence and Attendance.

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Attrition & Shrinkage Management:



Implement strategies for Controlling of Attrition & Shrinkage rates to maintain optimal staffing levels and reduce operational costs.

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Process and Policy Governance: Ensure strict Process adherence (Check, analyze, Control & Improvement) and Drive & adhere to Policies & Procedures mandated by the organization and the client.

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Bottom Quartile Management: Implement targeted plans for Bottom Quartile Management to develop low-performing agents and improve overall team consistency.

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Client and Stakeholder Reporting: Be aware of the various Operations and Client Metrics. Provide efficient task status reporting to stakeholders and customers and liaise as necessary for Client Management skills.

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Analytical Application: Utilize Strong analytical, solving skills with robust MS Excel skills (Basic exposure to excel is required) for data analysis, performance tracking, and root cause identification.

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Target Achievement: Demonstrate the necessary drive to achieve given targets (SLAs, AHT, Quality).

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Mandatory Skills & Qualifications

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Education: HSC/Grad/Post Grad in any discipline.

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Experience: Minimum 1-4 year of experience as a TL (Team Lead).

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Process Focus: Experience managing an International Process (International Process only should apply).

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Background: Mandatory BPO Experience.

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Communication: Excellent English Communication Skills (verbal and written).

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Core Management: Proven ability in People Management skills, Process Management skills, Coaching and Training, and Feedback and Performance Management skills.

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Operational Metrics: Strong understanding and ability to manage Attrition & Shrinkage, Schedule Adherence, Attendance, and Bottom Quartile Management.

📌 Operations Team Lead (Mumbai)
🏢 Foundever
📍 Mumbai