Job Description: Team Lead - Back Office Operations (International BPO)

Location: Mumbai
Experience: 5+ years in International BPO Back Office Operations, including 2+ years as a Team Lead

Role Summary

We are looking for an experienced Team Lead - Back Office Operations to manage a team supporting international clients. The ideal candidate should have strong people management skills, excellent operational knowledge, and a proven track record in driving productivity, quality, shrinkage control, and attrition management.

Key Responsibilities (KRA)

- Lead and manage a team of back-office associates to achieve operational targets.
- Monitor daily productivity, quality, SLA, and TAT performance.
- Drive process improvements and operational efficiency initiatives.
- Manage workforce planning, schedule adherence, and shrinkage control.
- Handle team coaching, mentoring, and development plans.
- Conduct performance reviews, feedback sessions, and career discussions.
- Ensure compliance with client requirements, company policies, and audit standards.
- Manage employee engagement activities to improve retention and morale.




- Collaborate with stakeholders and support functions for seamless operations.

Key Performance Indicators (KPI)

- SLA & TAT Achievement
- Productivity & Utilization Metrics
- Quality Scores and Error Reduction
- Shrinkage Control
- Attrition Management
- Attendance & Schedule Adherence
- Team Engagement Scores
- Client Satisfaction Metrics
- Training & Development Completion
- Process Improvement Initiatives Delivered

Requirements

- Graduate in any discipline (undergraduates are consider based on business approval o
- 5+ years of experience in International BPO Back Office Operations.
- Minimum 2 years of experience as a Team Leader.
- Strong knowledge of workforce management, shrinkage, attrition, and performance management.
- Excellent reporting and analytical skills (Excel, MIS, dashboards).
- Strong communication, stakeholder management, and people leadership skills.
- Ability to work in a rapid-paced, target-driven environment.

📌 Non Voice Team Lead (Mumbai)
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