– Team Leader (BPO – International Process)

Location: Kolkata

Position: Team Leader – International BPO

Joining Preference: Immediate Joiners / Candidates with Short Notice Period

Job Summary

We are looking for an experienced and result-oriented Team Leader – International BPO to manage day-to-day operations, lead a team of customer service executives, and ensure achievement of operational targets. The ideal candidate should have strong knowledge of workforce management, operational metrics, team performance, and resource planning.

Key Responsibilities

- Manage and lead a team of customer service executives handling international voice/non-voice processes.
- Monitor daily team performance and ensure achievement of KPIs and SLAs.
- Track and manage key operational metrics, including Shrinkage, Attrition, Occupancy, Productivity, AHT, CSAT and Adherence.
- Perform manpower planning and calculate staffing requirements based on business volume and operational demands.




- Monitor shrinkage and occupancy to ensure optimum workforce utilization.
- Analyze attrition trends and implement employee retention strategies.
- Conduct regular team huddles, performance reviews and one-on-one sessions.
- Handle escalations and ensure timely resolution of customer issues.
- Prepare daily, weekly and monthly MIS reports.
- Coordinate with Operations, Quality, Training and Workforce Management teams.
- Identify performance gaps and implement action plans to improve productivity and service quality.

Preferred Candidate Profile

- Candidates with experience in International Voice/Non-Voice processes.
- Solid understanding of BPO operational metrics and workforce optimization.
- Candidates currently serving notice period or available to join immediately.
- Candidates based in Kolkata or willing to work from Kolkata.

📌 Team Lead International Process (Bidhannagar)
🏢 Fusion CX
📍 Bidhannagar