Job Title: Team Leader – BPO (International Voice – 30 Member Team)
📍 Location: Kudlu Gate, Bangalore
🕒 Shift: Night shift (One way cab facility for drop)
📈 Experience: 4+ years in international BPO with team handling (25+ agents)
Key Responsibilities: Lead and manage a team of 30 agents in an international voice process
Achieve SLA, quality, productivity & compliance goals
Monitor performance using KRA/KPI metrics
Conduct coaching, feedback, and performance reviews.
Handle escalations, improve CSAT & client coordination
Track reports: shrinkage, attrition, adherence, etc.
Collaborate with QA, HR, WFM & Training teams
Drive team engagement, discipline & policy adherence
Must Know: KRA/KPI concepts, BPO metrics, Excel (VLOOKUP, Pivot, etc.)
Attrition Formula: Shrinkage Formula: Requirements: Graduate with excellent English (verbal & written)
3+ years as a Team Leader in international voice process
Strong leadership, people management, and analytical skills
Flexible for rotational shifts (incl. weekends/holidays).
📢 Limited seats – stand out from day one! Please call or WhatsApp me at 9035042760. You can also share this with friends who fit.