International Team Lead - Malad (Customer Service TL)

TP; Mumbai; On-site; INR 390,000 - 650,000; Full time

Job summary

TP in Mumbai (Malad) is hiring an International Team Lead to drive a high-performing customer service team in a BPO/International operations setting. You will oversee associates, monitor metrics, and ensure service levels while coaching and developing staff.

The role requires strong communication, people management, and the ability to work in rotational shifts, weekends, and holidays; experience in international BPO is an advantage.

Qualifications

• Experience in customer service and BPO operations.

Responsibilities

• Lead and manage a team of associates/ SMEs and drive daily performance.
• Monitor metrics such as AHT, CSAT, NPS, BQM , SLA/TAT.
• Conduct regular performance reviews, coaching and feedback sessions for team members.
• Handle escalations and ensure timely resolution of operational issues
• Plan and monitor team schedules and daily staffing requirements
• Coordinate with internal stakeholders and ensure adherence to company policies
• Prepare daily/weekly performance reports with management

Skills

People management

BPO operations

International BPO experience

Communication skills

Job description

We're Hiring || International Team Lead

Location: Malad

Working Days: 5 days working | 2 rotational week-offs

Shifts: Rotational Shifts

CTC: up to 6.50 LPA

Experience into Customer Service/ BPO Operations preferred

Roles & Responsibilities:

• Lead and manage a team of associates/SMEs and drive daily performance
• Monitor key metrics such as AHT, CSAT, NPS, BQM , SLA/TAT
• Conduct regular performance reviews, coaching and feedback sessions for team members.
• Handle escalations and ensure timely resolution of operational issues
• Plan and monitor team schedules and daily staffing requirements
• Coordinate with internal stakeholders and ensure adherence to company policies
• Prepare daily/weekly performance reports with management

Requirements:

• Good understanding about BPO operations and contact-center environment
• Experience into International BPO will be added advantage
• Excellent communication and people-management skills
• Ability to work in rotational shifts, weekends and holidays