Job Description

Team Leader - International BPO

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Location: Recent Town, Kolkata, West Bengal, India

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Workplace: On-site

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Employment Type: Full-time

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Shift: US Shift | 8:00 PM - 5:00 AM

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Experience: 2+ years of Team Leader experience in BPO operations

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About the Role

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

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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.

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

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Key Responsibilities

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- Lead, manage, and motivate a team of BPO executives/associates to achieve daily, weekly, and monthly performance targets.
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- Monitor individual and team performance against KPIs, productivity, quality, attendance, and other operational metrics.
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- Drive team performance across calling, sales, conversion, productivity, and quality parameters, as applicable to the assigned process.
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- Conduct regular team briefings, performance discussions, coaching sessions, and one-on-one feedback.
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- Identify performance gaps and implement appropriate coaching and improvement plans.
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- Monitor calls and provide constructive feedback to improve communication, customer handling, and process adherence.
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- Ensure compliance with established company policies, process guidelines, quality standards, and client requirements.
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- Handle customer and process-related escalations and coordinate appropriate resolutions.
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- Prepare and maintain daily, weekly, and monthly performance reports and MIS.
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- Coordinate with Operations Management, Quality, HR, Training,

📌 Team Leader (Kolkata)
🏢 Norlox Solutions
📍 Kolkata