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 robust 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.
Robust 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 quick-paced, target-driven environment.

📌 Non Voice Team Lead Mumbai (India)
🏢 Tech Mahindra
📍 India