Job DescriptionDescription

NTeam Leader (International Process) || Location: Andheri (Chandivali)

NRole Overview

nTheTeam Lead (International Process) is a critical supervisory role requiring a minimum of 1 years of experience as a Team Lead (TL) within the BPO Experience domain.

NThis role demands exceptional People Management Skills and deep awareness of Operations and Client Metrics in a 24 x 7 Shift Window environment.

NThe incumbent will be responsible for driving team performance, ensuring process adherence, managing talent development, and controlling key operational metrics like attrition and shrinkage.

NJob Summary

nWe are seeking an experienced Team Lead with a background in managing International Process operations within the BPO sector. The ideal candidate will be a robust operational leader with expertise in coaching, performance management, and leveraging analytics to meet demanding client and internal targets. Excellent English communication skills and a strong drive to achieve results are essential.

NKey Responsibilities and Operational Deliverables

NPeople Management & Development: Exhibit People Management Skills by proactively leading, motivating, and managing team members. Manage the appraisals of team members on a yearly basis.

NCoaching and Performance: Be well versed in coaching & providing feedback to drive individual and team improvement. Focus on Feedback and Performance Management skills to uplift the overall quality and efficiency of the team.

NMetric Control and Adherence: Take ownership of critical BPO metrics, including Login Hours, Breaks, Quality and Productivity. Drive and monitor Schedule Adherence and Attendance.

NAttrition & Shrinkage Management:



Implement strategies for Controlling of Attrition & Shrinkage rates to maintain optimal staffing levels and reduce operational costs.

NProcess and Policy Governance: Ensure strict Process adherence (Check, analyze, Control & Improvement) and Drive & adhere to Policies & Procedures mandated by the organization and the client.

NBottom Quartile Management: Implement targeted plans for Bottom Quartile Management to develop low-performing agents and improve overall team consistency.

NClient and Stakeholder Reporting: Be aware of the various Operations and Client Metrics. Provide efficient task status reporting to stakeholders and customers and liaise as necessary for Client Management skills.

NAnalytical Application: Utilize Strong analytical, solving skills with strong MS Excel skills (Basic exposure to excel is required) for data analysis, performance tracking, and root cause identification.

NTarget Achievement: Demonstrate the necessary drive to achieve given targets (SLAs, AHT, Quality).

NMandatory Skills & Qualifications

NEducation: HSC/Grad/Post Grad in any discipline.

NExperience: Minimum 1-4 year of experience as a TL (Team Lead).

NProcess Focus: Experience managing an International Process (International Process only should apply).

NBackground: Mandatory BPO Experience.

NCommunication: Excellent English Communication Skills (verbal and written).

NCore Management: Proven ability in People Management skills, Process Management skills, Coaching and Training, and Feedback and Performance Management skills.

NOperational Metrics: Strong understanding and ability to manage Attrition & Shrinkage, Schedule Adherence, Attendance, and Bottom Quartile Management.

📌 Operations Team Lead (Alibag)
🏢 Foundever
📍 Alibag