Job Description
Description:
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nTeam Leader (International Process) || Location: Andheri (Chandivali)
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nRole Overview
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nThe 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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nThis 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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nThe 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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nJob Summary
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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.
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nKey Responsibilities and Operational Deliverables
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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.
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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.
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nMetric 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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nAttrition & Shrinkage Management: Implement strategies for Controlling of Attrition & Shrinkage rates to maintain optimal staffing levels and reduce operational costs.
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nProcess and Policy Governance: Ensure strict Process adherence (Check, analyze, Contr

📌 Operations Team Lead (Mumbai)
🏢 Foundever
📍 Mumbai