Job Description
Handles any escalations that an associate is unable to handle, solves process related queries and
handles grievances.
Listens to calls and coaches the team to enhance performance.
Monitors the calls/chat taken by the associates and provides them feedback.
Interacts with the quality team to seek feedback on the team’s performance and team quality scores.
Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides
them feedback.
Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work
related problems including scheduling or adjusting overtime requirements, break management as
necessary. Devises strategies to minimize attrition & absenteeism.
Organizes training program for the associates.
Interacts with other departments like HR and administration to develop and maintain effective rapport
and to resolve issues and inquiries pertaining to policies, statutory compliances and administrativerequirements.
Holds team briefing and de- briefings before and after each shift.
Organizes weekly team meetings to update the associates on any process changes, quality issues and
team SLA and KPIs.
Initiates and administers the rewards and recognition program for the team.
Organizes the monthly team outings in coordination with the associates and the team members.
Requirements
Experience 1-2 years of supervisory experience
or 3-4 years of experience as an associate.
Excellent knowledge of MS Office and especially 'Excel'.
Undergraduate/Graduate
Preferred: Min 1 year as Process leader
Critical: Good written and verbal communication skills &
team management skills.
Mentoring, motivating skills and Coaching skills
handles grievances.
Listens to calls and coaches the team to enhance performance.
Monitors the calls/chat taken by the associates and provides them feedback.
Interacts with the quality team to seek feedback on the team’s performance and team quality scores.
Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides
them feedback.
Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work
related problems including scheduling or adjusting overtime requirements, break management as
necessary. Devises strategies to minimize attrition & absenteeism.
Organizes training program for the associates.
Interacts with other departments like HR and administration to develop and maintain effective rapport
and to resolve issues and inquiries pertaining to policies, statutory compliances and administrativerequirements.
Holds team briefing and de- briefings before and after each shift.
Organizes weekly team meetings to update the associates on any process changes, quality issues and
team SLA and KPIs.
Initiates and administers the rewards and recognition program for the team.
Organizes the monthly team outings in coordination with the associates and the team members.
Requirements
Experience 1-2 years of supervisory experience
or 3-4 years of experience as an associate.
Excellent knowledge of MS Office and especially 'Excel'.
Undergraduate/Graduate
Preferred: Min 1 year as Process leader
Critical: Good written and verbal communication skills &
team management skills.
Mentoring, motivating skills and Coaching skills
💡 Quick Summary
Seeking a career-building opportunity? The Team Leader | International BPO position is now open for candidates interested in the BPO Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.