Team Lead

Spes Staffing Solutions; Mumbai; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Transport available

Job summary

Spes Staffing Solutions in Thane seeks an experienced Team Leader to manage a team of customer service and sales associates in an International Voice BPO process. The role emphasizes team management, performance monitoring and people management.

Responsibilities include coaching, monitoring KPIs, handling escalations, ensuring quality, and driving upsell opportunities. Shift is 24/7 UK process; work from office with transport available.

Qualifications

• 4+ years of experience in BPO/Customer Service.
• Strong experience in International Voice processes.
• Prior experience handling a team.
• Knowledge of shrinkage and attrition management.
• Good communication and stakeholder management skills.

Responsibilities

• Manage and lead a team of associates handling international voice calls.
• Monitor daily performance against operational KPIs and targets.
• Drive team performance through regular coaching and feedback.
• Manage shrinkage, attrition, attendance and productivity.
• Handle customer escalations and ensure timely resolution.
• Conduct team meetings and performance reviews.
• Ensure process compliance and service quality.
• Drive sales performance, upselling and cross-selling wherever applicable.

Skills

Team leadership

International Voice

Performance monitoring

People management

Stakeholder management

Communication

Job description

Job Description Team Leader | International BPO

Location: Thane

Experience: 4+ Years

Process: International Voice

Shift: 24/7 Rotational Shifts (UK Process)

Work Mode: Work from Office

Transport: Available

Job Overview:

We are looking for an experienced Team Leader to manage a team of customer service/sales associates in an International Voice BPO process. The candidate should have strong team management, performance monitoring and people management skills.

Key Responsibilities:

• Manage and lead a team of associates handling international voice calls.
• Monitor daily performance against operational KPIs and targets.
• Drive team performance through regular coaching and feedback.
• Manage shrinkage, attrition, attendance and productivity.
• Handle customer escalations and ensure timely resolution.
• Conduct team meetings and performance reviews.
• Ensure process compliance and service quality.
• Drive sales performance, upselling and cross-selling wherever applicable.

Mandatory Skills:

• 4+ years of experience in BPO/Customer Service.
• Strong experience in International Voice processes.
• Prior experience handling a team.
• Knowledge of shrinkage and attrition management.
• Good communication and stakeholder management skills.

Preferred:

• Sales background with experience in upselling/cross-selling.
• Experience in driving targets and improving team performance.