Team Leader Customer Service || International Process || Mumbai || Upto 8 LPA

Team Leader – International Process (Voice/Blended Process) 5 days working.

We are hiring experienced Team Leaders for International Voice/Blended Process.

Roles & Responsibilities

Manage and lead a team of customer support associates.

Maintain and achieve SLA, KPI, Quality, CSAT, Attrition, and Shrinkage targets.

Monitor daily team performance, productivity, attendance, and adherence.

Handle team escalations and ensure timely resolution within TAT.

Conduct regular coaching sessions, feedback meetings, and team huddles.

Maintain and achieve SLA, KPI, Quality, CSAT, Attrition, and Shrinkage targets.

Drive operational performance and team productivity.

Analyze performance metrics and implement action plans for continuous improvement.

Coordinate with management for process improvements and operational excellence.

Ensure adherence to company policies, compliance, and shift schedules.

Prepare and maintain operational reports and team performance dashboards.

Candidate Requirements

Minimum 1 year of on-paper Team Leader experience in an International BPO.

Experience in Voice or Blended Process is mandatory.

Strong knowledge of SLA, KPI, Quality, CSAT, Attrition, and Shrinkage management.

Excellent communication and people management skills.

Comfortable working in rotational/24x7 shifts.

Immediate joiners preferred.

Salary

Up to 8 LPA or 20% - 25% hike.

Pay

Up to ₹800,000.00 per year

Benefits

Cell phone reimbursement

Commuter assistance

Flexible schedule

Food provided

Health insurance

Internet reimbursement

Leave encashment

Life insurance

Paid sick time

Paid time off

Provident Fund

Work Location

In person