Team Leader /Assistant Manager/International BPO

Hiresquad; Pune District; On-site; INR 600,000 - 800,000; Full time

Job summary

Hiresquad in Pune, Maharashtra, is seeking a Team Leader for US Customer Service Process (Healthcare). The role requires 5+ years in International BPO Customer Service and at least 1 year as a Team Leader handling US voice processes. Excellent communication and people management skills are essential.

Responsibilities include leading the team, monitoring performance, handling escalations, and driving KPI targets. Graduation is mandatory, with 247 rotational shifts.

Qualifications

• Minimum 5+ years in International BPO Customer Service.
• At least 1 year of experience as a Team Leader in International US Customer Service Voice Process.
• Graduate is mandatory.
• Strong written and verbal communication skills.

Responsibilities

• Lead, coach, and motivate the team to achieve quality, productivity, SLA, and KPI targets.
• Monitor team performance, provide regular feedback, and implement performance improvement plans.
• Handle customer escalations and ensure high customer satisfaction.
• Manage attendance, adherence, and overall team performance.
• Analyze operational metrics and attrition trends; drive productivity and retention initiatives.
• Ensure compliance with company policies and process guidelines.
• Foster a positive, collaborative, and high-performance team culture.

Skills

International BPO Customer Service

Team Leader

Customer Service Metrics

Multitasking

Verbal & Written Communication

Education

Graduate

Job description

Leading BPO | Hiring Team Leader US Customer Service Process

Location: Pune
Role: Team Leader US Customer Service Process (Healthcare)
Shifts: 247 Rotational Shifts

Role Highlights

• Minimum 5+ years of experience in International BPO Customer Service.
• At least 1 year of experience as a Team Leader handling an International US Customer Service Voice Process.
• Strong understanding of operational metrics including AHT, CSAT, FCR, SLA, NPS, Shrinkage, and Attrition.
• Excellent verbal and written communication skills.
• Graduate (Mandatory).

Key Responsibilities

• Lead, coach, and motivate the team to achieve quality, productivity, SLA, and KPI targets.
• Monitor team performance, provide regular feedback, and implement performance improvement plans.
• Handle customer escalations and ensure high customer satisfaction.
• Manage attendance, adherence, and overall team performance.
• Analyze operational metrics and attrition trends; drive productivity and retention initiatives.
• Ensure compliance with company policies and process guidelines.
• Foster a positive, collaborative, and high-performance team culture.

Candidate Profile

• Graduate (Mandatory).
• 5+ years of experience in International BPO Customer Service, including at least 1 year as a Team Leader in an International US Customer Service Voice Process.
• Excellent communication, people management, coaching, analytical, and problem-solving skills.
• Ability to multitask, achieve operational targets, and work in 247 rotational shifts.