Hiring For Team Leader - Operations | international BPO

Key Responsibilities

• Lead, manage, and motivate a team of customer support executives in an international BPO setup
• Monitor and analyze key performance metrics: AHT, CSAT, NPS, shrinkage, and attrition
• Provide regular feedback, coaching, and performance evaluations
• Manage daily team operations including scheduling, attendance, and shift management
• Drive process improvements and maintain high service quality
• Handle escalations and ensure quick resolutions
• Prepare performance reports and share insights with senior management
• Foster a culture of accountability, engagement, and customer focus
• Ensure compliance with all operational guidelines and policies

Required Candidate Profile

• Minimum 1 year of experience as a Team Leader in an International BPO
• Strong understanding of BPO metrics: AHT, NPS, CSAT, shrinkage, attrition
• Excellent verbal and written communication skills
• Flexible to work in 24x7 rotational shifts
• Strong leadership, problem-solving, and decision-making abilities
• Proven track record in managing performance and meeting SLA targets