Non Voice Team Lead

Tech Mahindra; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Tech Mahindra in Mumbai is seeking an experienced Team Lead - Back Office Operations to manage a team supporting international clients. The ideal candidate should have strong people management skills, excellent operational knowledge, and a proven track record in driving productivity, quality, shrinkage control, and attrition management.

The role requires overseeing SLA/TAT, coaching and development, and ensuring compliance with client requirements and company policies in a fast-paced,

Qualifications

• Graduate in any discipline (business approval for undergraduates).
• 5+ years of experience in International BPO Back Office Operations.
• Minimum 2 years of experience as a Team Leader.
• Strong knowledge of workforce management, shrinkage, attrition, and performance management.
• Excellent reporting and analytical skills (Excel, MIS, dashboards).
• Strong communication, stakeholder management, and people leadership skills.
• Ability to work in a fast-paced, target-driven environment.

Responsibilities

• Lead and manage a team of back-office associates to achieve operational targets.
• Monitor daily productivity, quality, SLA, and TAT performance.
• Drive process improvements and operational efficiency initiatives.
• Manage workforce planning, schedule adherence, and shrinkage control.
• Handle team coaching, mentoring, and development plans.
• Conduct performance reviews, feedback sessions, and career discussions.
• Ensure compliance with client requirements, company policies, and audit standards.
• Manage employee engagement activities to improve retention and morale.
• Collaborate with stakeholders and support functions for seamless operations.

Skills

People management

Stakeholder management

Process improvement

Analytical reporting

Communication

Education

Graduate in any discipline

Tools

Excel

MIS dashboards

Job description

Job Description: Team Lead - Back Office Operations (International BPO)

Location: Mumbai
Experience: 5+ years in International BPO Back Office Operations, including 2+ years as a Team Lead

Role Summary

We are looking for an experienced Team Lead - Back Office Operations to manage a team supporting international clients. The ideal candidate should have strong people management skills, excellent operational knowledge, and a proven track record in driving productivity, quality, shrinkage control, and attrition management.

Key Responsibilities (KRA)

• Lead and manage a team of back-office associates to achieve operational targets.
• Monitor daily productivity, quality, SLA, and TAT performance.
• Drive process improvements and operational efficiency initiatives.
• Manage workforce planning, schedule adherence, and shrinkage control.
• Handle team coaching, mentoring, and development plans.
• Conduct performance reviews, feedback sessions, and career discussions.
• Ensure compliance with client requirements, company policies, and audit standards.
• Manage employee engagement activities to improve retention and morale.
• Collaborate with stakeholders and support functions for seamless operations.

Key Performance Indicators (KPI)

• SLA & TAT Achievement
• Productivity & Utilization Metrics
• Quality Scores and Error Reduction
• Shrinkage Control
• Attrition Management
• Attendance & Schedule Adherence
• Team Engagement Scores
• Client Satisfaction Metrics
• Training & Development Completion
• Process Improvement Initiatives Delivered

Requirements

• Graduate in any discipline (undergraduates are consider based on business approval o
• 5+ years of experience in International BPO Back Office Operations.
• Minimum 2 years of experience as a Team Leader.
• Strong knowledge of workforce management, shrinkage, attrition, and performance management.
• Excellent reporting and analytical skills (Excel, MIS, dashboards).
• Strong communication, stakeholder management, and people leadership skills.
• Ability to work in a fast-paced, target-driven environment.