Team Lead

Team Leader – Customer Service | International BPO – US Healthcare
Job Title: Team Leader – Customer Service
Process: US Healthcare – International Voice Process
Location: Thane – Wagle Estate
Experience: Minimum 2 years of Team Leader experience in an International BPO – Mandatory
Employment Type: Full-Time
Shift: Rotational Shifts
Weekly Off: Rotational Offs
Salary: Up to ₹75,000 In-Hand, depending on interview performance and previous salary
Job Summary
We are looking for an experienced Team Leader to lead and manage a team in an International BPO – US Healthcare Voice Process. The candidate will be responsible for driving team performance, maintaining service quality, managing operational KPIs, and ensuring a high level of customer experience.
The ideal candidate must have at least 2 years of Team Leader experience specifically in an International BPO environment and strong experience handling voice processes.
Key Responsibilities
Manage and lead a team of Customer Service Executives in an international voice process.
Drive team performance against key operational KPIs including CSAT, AHT, FCR, Service Level, Quality, Attendance, and Adherence.
Monitor daily performance and identify areas requiring improvement.
Conduct regular team huddles, one-on-one sessions, coaching, and performance reviews.
Provide continuous feedback and performance coaching to team members.
Handle customer escalations and ensure timely and effective resolution.
Ensure adherence to process guidelines, SOPs, quality standards, and compliance requirements.
Work closely with Quality, Training, and Operations teams to address performance and knowledge gaps.
Prepare and share daily, weekly, and monthly performance reports.
Drive employee engagement, accountability, productivity, and overall team performance.
Candidate Requirements
Minimum 2 years of experience as a Team Leader in an International BPO – Mandatory.
International Voice Process experience – Mandatory.
Prior experience handling US/international customers.
Strong understanding of BPO metrics such as CSAT, AHT, FCR, Service Level, Quality, Attendance, and Adherence.
Excellent verbal and written communication skills.
Strong leadership, people-management, coaching, and problem-solving abilities.
Ability to analyze performance data and implement corrective actions.
Proficiency in MS Excel, PowerPoint, and CRM/Contact Center tools.
Candidates should be based in Thane or nearby areas and should be comfortable commuting to Thane – Wagle Estate.
Willingness to work in rotational shifts and rotational offs.
Compensation
Up to ₹75,000 In-Hand
Final compensation will be determined based on the candidate's interview performance, relevant experience, and previous compensation.
Preferred Qualifications:
* Graduate in any discipline.
* Exposure to quality frameworks and tools (e.g., Six Sigma, COPC) is an added advantage.

Work arrangement
No