Team Leader Operations - BPO

Key Responsibilities

• Supervise and manage the daily operations of the voice process team
• Monitor team performance against defined KRAs & KPIs
• Ensure achievement of targets related to AHT, NPS, CSAT, and other key metrics
• Identify and manage shrinkage and attrition levels proactively
• Conduct regular performance reviews, coaching, and feedback sessions
• Prepare and share performance reports with stakeholders
• Handle escalations and provide resolutions within defined SLAs
• Collaborate with quality and training teams to improve team efficiency
• Maintain high levels of team motivation and engagement
• Contribute to process improvement initiatives and implement best practices

Required Qualifications and Skills

• Minimum 1 year of experience as a Team Leader in a voice process
• Minimum 5 years total experience in BPO/Customer Support
• Strong knowledge of voice process metrics: AHT, NPS, CSAT, shrinkage, attrition
• Excellent communication, leadership, and problem-solving skills
• Ability to work in fast-paced and target-driven environments
• Experience in FinTech customer support is a strong plus