Job Description

Job Description – Team Leader (International BPO)

Role Overview

We are looking for an experienced Team Leader – International BPO who can manage team performance, ensure service quality, and drive operational excellence in a fast-paced customer support environment.

Key Responsibilities

  • Manage, guide, and motivate a team of Customer Support Executives handling international processes .
  • Monitor team performance against KPIs such as AHT, CSAT, Quality, Attendance, and Productivity .
  • Conduct regular team huddles, performance reviews, and coaching sessions .
  • Handle escalations and ensure timely resolution of customer issues.
  • Coordinate with Quality, Training, and Operations teams to improve overall performance.
  • Prepare and maintain daily/weekly reports and MIS.
  • Ensure compliance with process guidelines, client requirements, and company policies .
  • Drive team engagement and maintain a positive work environment.

Eligibility / Requirements

  • Minimum 1 year of Team Leader experience in an International BPO (designation must be on paper).
  • Mandatory experience in Voice or Blended LOB .
  • Comfortable working in 24x7 rotational shifts .
  • Excellent communication skills (verbal & written).
  • Strong people management and problem-solving skills.
  • Ability to join within 7 days (Immediate joiner preferred).

Compensation

  • CTC up to ₹7 LPA , or
  • 15%–20% hike on current CTC (whichever is lower).

Work Location

  • Airoli Mumbai

Shift

  • 24x7 Rotational Shifts

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