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-up

📌 Team Leader (Kolkata)
🏢 Norlox Solutions
📍 Kolkata