Team Lead
Job Description
Job Description: Team Leader – BPO (Night Shift)
Company: Teleperformance
Designation: Team Leader
Shift: Complete Night Shift
Industry: BPO
Salary upto - 7.5 LPA
Location: Ghansoli, Navi Mumbai
Key Responsibilities
- Handle and manage a team of Customer service Agent.
- Drive performance on key KPIs: Quality, Productivity.
- Control attrition through engagement and timely interventions.
- Monitor and manage shrinkage (attendance, adherence, leaves).
- Provide real-time support, coaching, and call monitoring.
- Handle customer and process escalations effectively.
- Ensure strict adherence to SOPs, client guidelines, and company policies.
- Prepare and share daily/weekly performance reports.
- Coordinate with Quality, Training, and Operations teams.
Skills Required
- Strong team handling and leadership skills.
- Good understanding of BPO metrics (Attrition, Shrinkage).
- Excellent communication and problem-solving skills.
- Ability to work in a fast-paced night shift environment.
Qualification & Experience
- Graduate in any discipline.
- 1–3 years of experience as a Team Leader/Senior Associate in BPO.
- Prior experience handling international clients preferred.
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More Info
Key Skills
BPO metrics
Client guidelines
Attrition
About Company
Skills:
creative strategy, Klaviyo, Performance creative, Content leadership, D2C eCommerce, Attentive, Consumer health, Copywriting
Skills:
Operations Management, Sales, Insurance, Team Leadership, Business Development, Management
Skills:
sebi regulations , regulatory guidelines , Business Analysis, Management Reports Preparation, Business Development, Account On-boarding, RBI guidelines, Customer Service, Capital Markets, Custody
Skills:
Ms Excel, People Management, Training, Client Management, Coaching, Shrinkage Management, Process Management, Bottom Quartile Management, Schedule Adherence, Feedback and Performance Management
Skills:
Slas, Customer Support, call center operations, CSAT KPIs, Bpo Operations, Banking cards, Team Handling, People Management, Customer Service Management, AHT shrinkage, Attrition, Dispute domain