Leading BPO | Bengaluru

Hiring: Team Leader / Assistant Manager

Process: US Voice Process

Role Highlights

- Location: Bengaluru

- CTC: Up to 7 LPA

- Minimum 1 year of experience as a Team Leader in an International BPO (Customer Service)

- US Voice Process experience is mandatory

- Strong knowledge of operational metrics including Attrition, Shrinkage, CSAT, NPS, SLA, AHT, and FCR

- Excellent verbal and written communication skills

- Flexible to work in 247 rotational shifts

Key Responsibilities

- Lead and manage a team of customer service associates to achieve performance targets.

- Coach, mentor, and develop team members to improve productivity and quality.

- Monitor attendance, adherence, and overall team performance.

- Drive KPIs, SLAs, customer satisfaction, and operational excellence.

- Handle customer escalations and provide timely resolutions.

- Conduct regular team huddles, feedback sessions,



and performance reviews.

- Implement action plans to improve team performance and engagement.

- Ensure compliance with company policies, processes, and quality standards.

Desired Skills

- Prior Team Leader experience in an International Voice Process.

- Strong understanding of call center metrics such as AHT, CSAT, FCR, SLA, Call Quality, Shrinkage, and Attrition.

- Excellent people management, coaching, and problem-solving skills.

- Ability to manage escalations and drive continuous performance improvement.

- Strong communication, leadership, and stakeholder management skills.

- Comfortable working in a fast-paced 247 workplace.

Interested candidates can share their updated CV at: [email protected]

📌 Team Leader //Assistant Manager//International BPO (Bengaluru)
🏢 Hiresquad
📍 Bengaluru