Job Description

Job Title:

Team Leader (International BPO)

As a

Team Leader

, you will be responsible for managing the day-to-day operations of your team, ensuring that each team member meets or exceeds their

Key Performance Indicators (KPIs)

and adheres to the

Service Level Agreements (SLAs)

. You will serve as the primary point of contact between your team and other departments, providing guidance, coaching, and support to help your team members succeed.

Your role will involve driving performance, conducting training sessions, fostering team development, and ensuring a superior customer experience is delivered. You will also be responsible for reporting on team performance, addressing issues, and acting as a liaison between management and your team.

Key Responsibilities:

1. Team Management & Operations

Oversee the day-to-day planning, scheduling, and performance management of your team. Ensure team members consistently meet or exceed their KPIs and SLAs. Monitor individual and team performance, providing feedback and guidance to ensure continuous improvement. Conduct regular team huddles and coaching sessions to address performance gaps and support development.

2. Training & Development

Identify strengths and areas of improvement in team members and develop targeted training initiatives. Help your team improve customer service skills through coaching, mentoring, and providing real-time feedback. Recognize and celebrate team achievements, promoting a positive and high-performance culture.

3. Performance Reporting & Documentation

Prepare and maintain reports on team performance, providing insights and analysis on results. Track individual and team progress towards KPIs and propose strategies for improvement. Document feedback from clients and ensure it is communicated effectively to your team.

4. Issue Resolution & Conflict Management

Address any performance-related issues, HR concerns, and operational challenges in a timely manner. Provide creative solutions to help team members overcome challenges, ensuring smooth team operations. Act as the liaison between management and your team to ensure clear communication and alignment.

5. Customer Experience & Client Liaison

Ensure your team delivers a superior customer experience through consistent performance and service quality. Work closely with clients and other departments to ensure smooth operations and alignment with client expectations.

Eligibility Criteria:

Experience:

At least

1 year

of experience as a Team Leader, managing a team of

15+

members in a customer support environment in

International BPO

Education:

Graduate

Skills:

Excellent verbal and written communication skills. Strong technical proficiency with customer service tools (phone, email, live chat). Proven ability to manage, coach, and motivate a team to achieve performance goals. Proficient in handling performance issues, HR-related matters, and conflict resolution. Ability to think creatively and find solutions to challenges.

Location:

Navi Mumbai

Salary:

45K to 58K (Competitive & based on experience)

Immediate available joiners will be preferred

To Apply:

Please submit your resume and a cover letter detailing your relevant experience and interest in the position to (raman.dass@thethreeacross.com).

Job Types: Full-time, Permanent

Pay: ₹45,000.00 - ₹58,000.00 per month

Benefits:

Health insurance Leave encashment Life insurance Provident Fund
Education:

Master's (Preferred)
Experience:

International voice process: 1 year (Preferred)
Work Location: In person