Team Leader - BPO Operations

Company: Norlox Solutions Pvt. Ltd.

Location: Kolkata, West Bengal, India

Workplace: On-site

Employment Type: Full-time

Experience: 4+ years of core BPO experience

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

Working Days: Monday-Friday

Weekly Off: Saturday & Sunday

Transport: Drop facility available

About the Role

Norlox Solutions Pvt. Ltd. is looking for an experienced and hands-on Team Leader - BPO Operations to lead a team supporting our US Staffing and Recruitment operations.

The ideal candidate will have strong experience in BPO/Call Center operations, team handling, calling, performance management and KPI-driven environments. You will be responsible for leading the team, monitoring productivity and calling performance, coaching team members, maintaining operational discipline and ensuring that team targets and quality standards are consistently achieved.

This is a full time, on-site night-shift position supporting US business operations. The working hours are 8:00 PM to 5:00 AM, Monday to Friday, with Saturday and Sunday off. A drop facility is available for the night shift.

Key Responsibilities

- Lead, manage and motivate a team supporting US Staffing and Recruitment operations.
- Take ownership of daily team productivity, calling activity, performance and operational targets.
- Monitor individual and team KPIs, productivity, quality, attendance and shift adherence.
- Drive rigorous calling activity and ensure team members consistently meet assigned performance expectations.
- Monitor calls and provide regular coaching and constructive feedback to improve communication, productivity and process adherence.
- Conduct daily team briefings, performance discussions, one-on-one meetings and coaching sessions.
- Identify performance gaps and implement appropriate coaching and improvement plans.
- Ensure the team achieves daily, weekly and monthly productivity and operational targets.
- Support team members in candidate outreach, follow-ups and other US staffing-related calling activities.
- Handle operational escalations and provide timely support to team members.
- Maintain strong team discipline, accountability and adherence to company processes.
- Prepare and review daily,



weekly and monthly performance reports/MIS.
- Work closely with Operations, Recruitment, Training, Quality and HR teams to maintain smooth operations.
- Support onboarding, training, nesting and floor readiness of new team members when required.
- Identify high performers and help develop team members through continuous coaching and mentoring.
- Take corrective action when performance, attendance, quality or productivity standards are not being met.
- Maintain a professional, accountable and performance-oriented team environment.
- Identify opportunities to improve team productivity, calling effectiveness and overall operational efficiency.

Required Qualifications & Experience

- 4+ years of core BPO / Call Center / Contact Center experience.
- Previous experience as a Team Leader, Team Lead, BPO Supervisor or Operations Supervisor is strongly preferred.
- Proven experience managing and motivating a team in a target-driven environment.
- Strong experience with team productivity, KPI monitoring and performance management.
- Strong calling and communication skills with the ability to monitor, coach and guide team members.
- Experience handling daily performance metrics, attendance, quality and productivity.
- Strong verbal and written communication skills.
- Strong leadership, coaching, problem-solving and people-management abilities.
- Ability to handle escalations and performance-related situations professionally.
- Comfortable working with a US-facing operation and communicating with teams supporting the US market.
- Comfortable working the 8:00 PM - 5:00 AM night shift.
- Willing to work on-site in Kolkata.
- Candidates must be able to reliably commute to the workplace for the assigned night shift.

Preferred Experience

Candidates with experience in any of the following environments will be preferred:

- US Staffing
- US Recruitment




- Staffing BPO
- Recruitment BPO
- International BPO
- International Voice Process
- US Voice Process
- US Process
- International Calling
- Outbound Calling
- Candidate Calling
- Candidate Engagement
- Lead Generation
- Telecalling / Telesales
- Customer Service
- Recruitment Operations
- Staffing Operations

What We Are Looking For

We are looking for a hands-on Team Leader who can actively manage a team rather than simply monitor reports.

The successful candidate should be comfortable working closely with the team, monitoring calling activity, reviewing performance, coaching employees, addressing performance gaps and maintaining strong operational discipline.

You should demonstrate:

- Strong ownership of team performance
- Strong people-management skills
- Hands-on BPO floor management
- Ability to drive calling and productivity
- Strong KPI and performance-management knowledge
- Effective coaching and mentoring ability
- Strong communication skills
- Accountability and discipline
- Ability to manage a target-driven team
- Comfort working with US-facing operations and night-shift schedules

Work Schedule

Shift: 8:00 PM - 5:00 AM

Working Days: Monday-Friday

Weekly Off: Saturday & Sunday

Workplace: On-site, Kolkata

Transport: Drop facility available

Candidates based in Kolkata / Greater Kolkata who can reliably commute to the workplace for the night shift are preferred.

Why Join Norlox Solutions?

- Opportunity to lead a team supporting US Staffing operations
- Hands-on leadership role in a target-driven BPO environment
- Opportunity to strengthen operational and people-management skills
- Monday-Friday working schedule
- Saturday and Sunday off
- Company-provided drop facility for the night shift
- Opportunity to work in an international, US-facing business environment

If you have strong BPO leadership experience, enjoy working with people, are comfortable driving calling and performance targets, and are looking for an on-site night-shift leadership opportunity in Kolkata, we encourage you to apply.

Please submit your updated resume highlighting your BPO, Team Leader and relevant US/international process experience.

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