Leading BPO | Gurgaon

Hiring: Team Leader / Assistant Manager

Process: US Voice Process

Role Highlights

- Location: Gurgaon
- CTC: Up to 9 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, coach, and motivate the team to achieve quality, productivity, SLA, and KPI targets.
- Monitor team performance, provide regular feedback, and implement improvement plans.
- Handle customer escalations and ensure high service standards.
- Manage attendance, adherence, and overall team performance.
- Analyze performance metrics and attrition trends; drive productivity and retention initiatives.




- Communicate process updates and ensure compliance with company policies.
- Foster a positive, collaborative, and high-performance team culture.

Candidate Profile

- Graduate (Mandatory).
- 6+ years of experience in International BPO/Customer Service, including at least 1 year as a Team Leader in an International Voice Process.
- Excellent communication and people management skills.
- Strong coaching, analytical, and problem-solving abilities.
- Ability to multitask, meet operational targets, and work in 247 rotational shifts.
- Robust understanding of call center metrics such as AHT, CSAT, FCR, SLA, Call Quality, Shrinkage, and Attrition.

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

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