Team Leader - International BPO

Team Leader - International BPO
Location: New Town, Kolkata, West Bengal, India
Workplace: On-site
Employment Type: Full-time
Shift: US Shift | 8:00 PM - 5:00 AM
Experience: 2+ years of Team Leader experience in BPO operations
About the Role
We are looking for an experienced and results-oriented Team Leader to join our International BPO operations in New Town, Kolkata.
The Team Leader will be responsible for leading a team of BPO executives/associates, managing day-to-day operations, monitoring performance, driving productivity, maintaining quality standards, and supporting the team in achieving business targets.
The ideal candidate will have prior Team Leader experience in a BPO environment, strong people-management abilities, effective communication skills, and the ability to work in a target-driven international process.
Key Responsibilities
Lead, manage, and motivate a team of BPO executives/associates to achieve daily, weekly, and monthly performance targets.
Monitor individual and team performance against KPIs, productivity, quality, attendance, and other operational metrics.
Drive team performance across calling, sales, conversion, productivity, and quality parameters, as applicable to the assigned process.
Conduct regular team briefings, performance discussions, coaching sessions, and one-on-one feedback.
Identify performance gaps and implement appropriate coaching and improvement plans.
Monitor calls and provide constructive feedback to improve communication, customer handling, and process adherence.
Ensure compliance with established company policies, process guidelines, quality standards, and client requirements.
Handle customer and process-related escalations and coordinate appropriate resolutions.
Prepare and maintain daily, weekly, and monthly performance reports and MIS.
Coordinate with Operations Management, Quality, HR, Training, and other relevant teams.
Monitor attendance, punctuality, discipline, employee engagement, and overall team performance.
Support new-hire onboarding, training, nesting, and floor readiness activities.
Recognize high performers and address performance concerns in coordination with management.
Maintain a positive, professional, and productive team environment.
Support operational initiatives and process improvements to improve team efficiency and customer experience.
Required Qualifications & Experience
Minimum 2 years of experience as a Team Leader in a BPO environment.
Prior BPO experience is required.
Experience in an International BPO, International Voice, or Non-Voice process is preferred.
Strong English communication skills, both verbal and written.
Demonstrated experience managing team KPIs and performance targets.
Good understanding of BPO operations, productivity metrics, quality parameters, and performance management.
Strong leadership, coaching, mentoring, problem-solving, and people-management skills.
Comfortable working the assigned US shift from 8:00 PM to 5:00 AM and other schedule requirements associated with the business.
Ability to work effectively in a fast-paced, target-driven environment.
Key Skills
Team Leadership
Team Management
Performance Management
Coaching & Mentoring
KPI Management
BPO Operations
Customer Service
Quality Management
Conflict Resolution
Performance Reporting & MIS
What We’re Looking For
We’re looking for a hands-on leader who takes ownership of team performance, develops people through effective coaching, and consistently works toward operational and customer-service goals.
The successful candidate will be proactive, accountable, target-oriented, and comfortable managing a fast-paced International BPO team.
Candidates should meet the required BPO and Team Leader experience criteria to be considered for this position.

Work arrangement
No