Team Leader - International BPO /n Location: Recent Town, Kolkata, West Bengal, India /n Workplace: On-site /n Employment Type: Full-time /n Shift: US Shift | 8:00 PM - 5:00 AM /n Experience: 2+ years of Team Leader experience in BPO operations /n About the Role /n We are looking for an experienced and results-oriented Team Leader to join our International BPO operations in New Town, Kolkata. /n 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. /n The ideal candidate will have prior Team Leader experience in a BPO environment, robust people-management abilities, effective communication skills, and the ability to work in a target-driven international process. /n Key Responsibilities /n /n

- Lead, manage, and motivate a team of BPO executives/associates to achieve daily, weekly, and monthly performance targets.

/n

- Monitor individual and team performance against KPIs, productivity, quality, attendance, and other operational metrics.

/n

- Drive team performance across calling, sales, conversion, productivity, and quality parameters, as applicable to the assigned process.

/n

- Conduct regular team briefings, performance discussions, coaching sessions, and one-on-one feedback.

/n

- Identify performance gaps and implement appropriate coaching and improvement plans.

/n

- Monitor calls and provide constructive feedback to improve communication, customer handling, and process adherence.

/n

- Ensure compliance with established company policies, process guidelines, quality standards, and client requirements.

/n

- Handle customer and process-related escalations and coordinate appropriate resolutions.

/n

- Prepare and maintain daily, weekly, and monthly performance reports and MIS.

/n

- Coordinate with Operations Management, Quality, HR, Training, and other relevant teams.

/n





- Monitor attendance, punctuality, discipline, employee engagement, and overall team performance.

/n

- Support new-hire onboarding, training, nesting, and floor readiness activities.

/n

- Recognize high performers and address performance concerns in coordination with management.

/n

- Maintain a positive, professional, and productive team environment.

/n

- Support operational initiatives and process improvements to improve team efficiency and customer experience.

/n /n Required Qualifications & Experience /n /n

- Minimum 2 years of experience as a Team Leader in a BPO environment.

/n

- Prior BPO experience is required.

/n

- Experience in an International BPO, International Voice, or Non-Voice process is preferred.

/n

- Strong English communication skills, both verbal and written.

/n

- Demonstrated experience managing team KPIs and performance targets.

/n

- Good understanding of BPO operations, productivity metrics, quality parameters, and performance management.

/n

- Strong leadership, coaching, mentoring, problem-solving, and people-management skills.

/n

- Comfortable working the assigned US shift from 8:00 PM to 5:00 AM and other schedule requirements associated with the business.

/n

- Ability to work effectively in a fast-paced, target-driven environment.

/n /n Key Skills /n /n

- Team Leadership

/n

- Team Management

/n

- Performance Management

/n

- Coaching & Mentoring

/n

- KPI Management

/n

- BPO Operations

/n

- Customer Service

/n

- Quality Management

/n

- Conflict Resolution

/n

- Performance Reporting & MIS

/n /n What We're Looking For /n We're looking for a hands-on leader who takes ownership of team performance, develops people through effective coaching, and consistently works toward operational and customer-service goals. /n The successful candidate will be proactive, accountable, target-oriented, and comfortable managing a fast-paced International BPO team. /n Candidates should meet the required BPO and Team Leader experience criteria to be considered for this position.

📌 Team Leader - International BPO (Kolkata)
🏢 Norlox Solutions
📍 Kolkata