Leading BPO | Hiring Team Leader US Customer Service Process

Location: Pune / Bengaluru
Role: Team Leader – US Customer Service Process
On-Paper Designation: Assistant Manager
CTC: Up to 8 LPA
Shifts: 247 Rotational Shifts

Role Highlights

- Minimum 5+ years of experience in International BPO Customer Service.
- At least 1 year of experience as a Team Leader handling an International US Customer Service Voice Process.
- Strong understanding of operational metrics including AHT, CSAT, FCR, SLA, NPS, Shrinkage, and Attrition.
- Excellent verbal and written communication skills.
- Graduate (Mandatory).

Key Responsibilities

- Lead, coach, and motivate the team to achieve quality, productivity, SLA, and KPI targets.
- Monitor team performance, provide regular feedback, and implement performance improvement plans.
- Handle customer escalations and ensure high customer satisfaction.
- Manage attendance, adherence,



and overall team performance.
- Analyze operational metrics and attrition trends; drive productivity and retention initiatives.
- Ensure compliance with company policies and process guidelines.
- Foster a positive, cooperative, and high-performance team culture.

Candidate Profile

- Graduate (Mandatory).
- 5+ years of experience in International BPO Customer Service, including at least 1 year as a Team Leader in an International US Customer Service Voice Process.
- Excellent communication, people management, coaching, analytical, and problem-solving skills.
- Ability to multitask, achieve operational targets, and work in 247 rotational shifts.

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

📌 Team Leader//US Customer Service//BPO//Bengaluru, Pune
🏢 Hiresquad
📍 Pune