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 Skills: Client Relations, Team Management, Data Analysis, Process Optimization, Quality Assurance, Project Management Experience: 3.00-8.00 Years