Team Leader - International BPO

Location: New Town, Kolkata, West Bengal, India

Workplace: On-site

Employment Type: Full-time

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

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

About the Role

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

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.

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

Key Responsibilities
Lead, manage, and motivate a team of BPO executives/associates to achieve daily, weekly, and monthly performance targets.
Monitor individual and team performance against KPIs, productivity, quality, attendance,



and other operational metrics.
Drive team performance across calling, sales, conversion, productivity, and quality parameters, as applicable to the assigned process.
Conduct regular team briefings, performance discussions, coaching sessions, and one-on-one feedback.
Identify performance gaps and implement appropriate coaching and improvement plans.
Monitor calls and provide constructive feedback to improve communication, customer handling, and process adherence.
Ensure compliance with established company policies, process guidelines, quality standards, and client requirements.
Handle customer and process-related escalations and coordinate appropriate resolutions.
Prepare and maintain daily, weekly, and monthly performance reports and MIS.
Coordinate with Operations Management, Quality, HR, Training, and other relevant teams.
Monitor attendance, punctuality, discipline, employee engagemen

📌 Team Leader Bhatpara
🏢 Norlox Solutions
📍 Bhatpara