Team Leader (US Process)

• Location: Mohali / Chandigarh
• Shift: US Shift / Night Shift
• Department: Operations
• Reports To: Operations Manager / Senior Operations Manager

JOB SUMMARY

We are looking for a Senior Team Leader to lead and manage a high-performing operations team in a fast-paced US-based outbound sales, retentions, collections, and customer service call center environment. The role will be responsible for driving operational performance, team productivity, quality, compliance, customer outcomes, and leadership development across assigned business units. The ideal candidate will have strong people leadership skills, a sharp understanding of contact center metrics, and the ability to drive continuous improvement through coaching, reporting, stakeholder management, and execution excellence.

KEY RESPONSIBILITIES

1. PERFORMANCE MANAGEMENT

• Monitor performance and analyze trends across key metrics.
• Conduct DBRs, WBRs, and MBRs.
• Develop improvement plans and drive action to close gaps.
• Review coaching effectiveness and ensure timely documentation.
• Drive accountability for KPI, SLA, and business goal achievement.

2. OPERATIONAL EXCELLENCE

• Manage day-to-day operations to ensure service and productivity.
• Partner with WFM for optimal staffing, scheduling & occupancy.
• Monitor utilization, occupancy, absenteeism & real-time performance.
• Drive efficiency and support business continuity.
• Ensure operational readiness and issue resolution.

3. QUALITY & COMPLIANCE

• Ensure adherence to quality, compliance, and regulatory standards.
• Monitor quality trends and reduce compliance violations.
• Partner with QA to improve audit scores and process adherence.
• Drive a culture of quality, customer focus, and process discipline.

4. CLIENT & STAKEHOLDER MANAGEMENT

• Act as key operational point of contact for stakeholders.
• Participate in client reviews and governance meetings.
• Present operational performance, trends, and action plans.
• Collaborate with WFM, QA,Training, HR, MIS, and other teams.
• Communicate risks, challenges, and performance updates.

5. REPORTING & ANALYTICS

• Prepare daily, weekly, and monthly executive reports.
• Analyze data to identify trends, gaps, and improvement areas.
• Present actionable insights and recommend interventions.
• Track coaching effectiveness and KPI movement.
• Support leadership with dashboards and strategic insights.

6. CONTINUOUS IMPROVEMENT

• Lead Lean / Six Sigma and process improvement initiatives.
• Identify automation and process optimization opportunities.
• Standardize best practices, SOPs, and governance.
• Support transitions, new launches, and change initiatives.
• Drive innovation and a problem-solving culture.

7. TALENT DEVELOPMENT

• Coach and mentor Team Leaders to build leadership capability.
• Conduct leadership development and capability sessions.
• Identify high potentials and build development plans.
• Lead succession planning for key operational roles.
• Partner with L&D for training effectiveness and growth.

8. RISK & GOVERNANCE

• Ensure compliance with policies, SOPs, and governance rules.
• Proactively identify risks and escalate critical issues.
• Maintain audit readiness and support internal/external audits.
• Ensure data security, customer handling, and process control.
• Promote a strong governance and control environment.

9. BUSINESS & FINANCIAL PERFORMANCE

• Support Operations Manager in achieving revenue, profitability and productivity targets.
• Ensure achievement of client KPIs, SLAs, and business goals.
• Track key levers and contribute to business reviews.
• Drive continuous improvement to improve ROI and efficiency.

10. SALES / RETENTIONS / COLLECTIONS / CUSTOMER SERVICE EXCELLENCE

• Drive sales conversion, campaign effectiveness, and revenue growth.
• Improve retention outcomes and reduce customer churn.
• Maximize collections recovery while ensuring compliance.
• Improve FCR, CSAT, quality, and overall customer experience.
• Ensure consistent, high-quality customer interactions.

CANDIDATE PROFILE / ELIGIBILITY

• Graduate in any discipline; postgraduate preferred.
• 5+ years in BPO / Call Center operations; 2+ years in TL / Sr. TL role.
• Strong experience in US-based outbound sales, retentions, collections or customer service.
• Strong understanding of contact center metrics (AHT, Occupancy, Shrinkage, Conversion, RPC, FCR, CSAT, QA, Compliance, etc.).
• Experience in WBRs / MBRs, performance reviews & governance.
• Strong stakeholder management, coaching & reporting skills.
• Proficient in Excel and operational dashboards.
• Lean / Six Sigma certification is an added advantage.

KEY COMPETENCIES

• Team Leadership & People Management
• Performance Management & Coaching
• Contact Center Operations Management
• Client & Stakeholder Management
• Reporting, MIS & Data Analysis
• Quality & Compliance Management
• Problem Solving & Decision Making
• Process Improvement & Operational Excellence
• Conflict Resolution & Escalation Handling
• Business Acumen & Results Orientation