Job DescriptionDescription:
NTeam Leader (International Process) || Location: Andheri (Chandivali)
NRole Overview
nTheTeam 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.
NThis role demands exceptional People Management Skills and deep awareness of Operations and Client Metrics in a 24 x 7 Shift Window environment.
NThe incumbent will be responsible for driving team performance, ensuring process adherence, managing talent development, and controlling key operational metrics like attrition and shrinkage.
NJob Summary
nWe are seeking an experienced Team Lead with a background in managing International Process operations within the BPO sector. The ideal candidate will be a solid 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.
NKey Responsibilities and Operational Deliverables




NPeople Management & Development: Exhibit People Management Skills by proactively leading, motivating, and managing team members. Manage the appraisals of team members on a yearly basis.
NCoaching 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.
NMetric Control and Adherence: Take ownership of critical BPO metrics, including Login Hours, Breaks, Quality and Productivity. Drive and monitor Schedule Adherence and Attendance.
NAttrition & Shrinkage Management: Implement strategies for Controlling of Attrition & Shrinkage rates to maintain optimal staffing levels and reduce operational costs.
NProcess and Policy Governance: Ensure strict Process adherence (Check, analyze, Control & Improvement) and Drive & adhere to Pol

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