Team Leader - International BPO
Location: New Town, Kolkata, West Bengal, India
Workplace: In office
Employment Type: Full-time
Shift: US Shift | 8:00 PM - 5:00 AM
Experience: 2+ years of Team Leader experience in BPO operations

About the Role
We are looking for an experienced and results-oriented Team Leader to join our International BPO operations in New Town, Kolkata.

The Team Leader will be responsible for leading a team of BPO executives/associates, managing day-to-day operations, monitoring performance, driving productivity, maintaining quality standards, and supporting the team in achieving business targets.

The ideal candidate will have prior Team Leader experience in a BPO setting, strong people-management abilities, effective communication skills, and the ability to work in a target-driven international process.

Key Responsibilities
- Lead, manage, and motivate a team of BPO executives/associates to achieve daily, weekly, and monthly performance targets.
- Monitor individual and team performance against KPIs, productivity, quality, attendance,



and other operational metrics.
- Drive team performance across calling, sales, conversion, productivity, and quality parameters, as applicable to the assigned process.
- Conduct regular team briefings, performance discussions, coaching sessions, and one-on-one feedback.
- Identify performance gaps and implement appropriate coaching and improvement plans.
- Monitor calls and provide constructive feedback to improve communication, customer handling, and process adherence.
- Ensure compliance with established company policies, process guidelines, quality standards, and client requirements.
- Handle customer and process-related escalations and coordinate appropriate resolutions.
- Prepare and maintain daily, weekly, and monthly performance reports and MIS.
- Coordinate with Operations Management, Quality, HR, Training, and other relevant teams.
- Monitor attendance, punctuality, discipline, employee engagement, and

📌 Team Leader (Kolkata Metropolitan Area)
🏢 Norlox Solutions
📍 Kolkata Metropolitan Area