Job Description

Team Leader - International BPO

n

Location: New 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, strong 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
- Solid 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