Job Title: Team Leader – International BPO Process

Department: Operations

Reports To: Operations Manager / Operations Head

Shift Pattern: Rotational Shifts (Including Night Shifts for US/UK/AU geographies)

​Job Summary

​We are looking for an experienced and results-driven Team Leader to oversee a team of international BPO customer support/sales agents. In this role, you will lead daily floor operations, drive operational key performance indicators (KPIs), coach frontline agents, and maintain high standards for quality, service level agreements (SLAs), and client satisfaction.

​Key Responsibilities

​People Leadership & Floor Management:

​Lead, guide, and motivate a team of 15–20 international process agents.

​Conduct daily operational huddles and communicate updates on campaign targets or client policy changes.

​Manage agent shift adherence, attendance, leave schedules, and shrinkage control.

​Performance & Quality Tracking:

​Track and drive core BPO operational metrics: AHT (Average Handling Time),



CSAT (Customer Satisfaction), FCR (First Call Resolution), SLA, and Shrinkage/Attrition.

​Audit calls/interactions in collaboration with Quality Analysts (QA) to identify performance gaps.

​Conduct 1-on-1 coaching sessions and implement tailored Performance Improvement Plans (PIPs) for underperforming agents.

​Escalations & Client Alignment:

​Take over high-priority customer escalations (de-escalations) and resolve complex process issues.

​Act as the primary liaison between frontline agents, Quality/Training teams, and senior management.

​Prepare daily, weekly, and monthly metric reports for internal reviews and client calls.

Pay: ₹400,000.00 - ₹700,000.00 per year

Perks

- Commuter assistance
- Health insurance
- Leave encashment
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Team Leader - Operations (BPO) (Airoli)
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