Team Lead (International Escalation)

Team Leader - International BPO Escalation handling

📍 Location: Malad, Mumbai

🕒 Shift: Permanent Night Shift

💼 Experience: 2+ Years as a Team Leader

Industry: International BPO

Job Overview

We are seeking an experienced and result-oriented Team Leader to lead a team within an International BPO process. The ideal candidate must possess strong leadership skills, experience in handling customer escalations, and a proven ability to drive team performance while ensuring service excellence.

Key Responsibilities

Lead, motivate, and manage a team of Customer Service Representatives. Drive team performance to achieve SLAs, KPIs, Quality, Productivity, and CSAT targets. Handle customer and client escalations, ensuring timely and effective resolution. Conduct regular team huddles, coaching sessions, and performance reviews. Monitor attendance, adherence, and overall team productivity. performance reports and identify opportunities for process improvement. Ensure compliance with company policies and client requirements. Collaborate with internal stakeholders and management to meet business objectives. Foster a positive and high-performance work culture. Eligibility Criteria Minimum 2+ years of experience as a Team Leader in an International BPO. Mandatory experience in customer/client escalation handling. Strong expertise in team management, performance management, and coaching. Excellent verbal and written communication skills. Good analytical and problem-solving abilities. Proficiency in MS Excel, MS Office, and reporting tools. Ability to work in a fast-paced and target-driven environment.

Mandatory Requirements

✅ Experience as a Team Leader in an International BPO is mandatory.

✅ Hands-on experience in handling customer escalations is mandatory.

✅ Must be comfortable working in permanent night shifts.

✅ Strong people management and stakeholder management skills.

✅ Immediate joiners or candidates serving a short notice period are preferred.

Contact HR Rahat : 8108771884

[email protected]