Job Description

Job Title: Team Leader - BPO (International Voice - 30 Member Team)

Location: Kudlu Gate, Bangalore

Shift: 24/7 Rotational (US/UK/Australian Shifts)

Experience: 2+ 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)

2+ years as a Team Leader in international voice process

Strong leadership, people management, and analytical skills

Flexible for 24/7 rotational shifts (incl. weekends/holidays)

Job Type: Permanent

Pay: ₹50,000.00 - ₹52,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person