– Team Leader (BPO – Domestic Process)

Location: Siliguri

Position: Team Leader – 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.

Required Skills & Qualifications

Minimum 1–2 years of experience as a Team Leader.

Strong understanding of Shrinkage, Attrition, Occupancy and Manpower Calculation.

Good knowledge of workforce management and capacity planning.

Solid leadership, team management and analytical skills.

Excellent communication and problem-solving abilities.

Proficiency in MS Excel and operational reporting.

Ability to manage targets, deadlines and operational pressure.

📌 Team Lead Domestic Process (Siliguri)
🏢 Fusion CX
📍 Siliguri