Team Leader (International BPO)

Closing Circle Consultant; Pune District, Gurugram District; On-site; INR 700,000 - 900,000; Full time

Job summary

Closing Circle Consultant in Pune seeks an experienced Team Leader to drive performance for an International BPO process. The ideal candidate will have strong leadership, excellent English communication, and relevant Banking/BFSI, Payments, Cards, or FinTech experience.

You will oversee performance, coaching, and escalation handling while ensuring client-aligned operations. The role requires 2+ years of Team Leader experience within international BPOs, with fluent English and a solid grasp of

Qualifications

• International BPO experience is compulsory.
• 2+ years of Team Leader experience preferred.
• Strong experience in Banking / BFSI / Payments / Cards / FinTech.
• Fluent English communication is mandatory.
• Strong knowledge of KPI, SLA, Quality, Productivity, and CSAT.
• Strong team-handling and people-management skills.
• Comfortable working in rotational shifts.

Responsibilities

• Lead and manage a team in an International BPO process.
• Monitor team performance, productivity, quality, and SLA/KPI achievement.
• Handle escalations and ensure effective resolution of customer issues.
• Conduct coaching, feedback, and performance improvement sessions.
• Ensure process compliance and adherence to client requirements.
• Prepare and share daily/weekly performance reports.
• Coordinate with Operations, Quality, and Training teams.

Skills

Team Handling

International BPO

Banking

BFSI

Payments

Cards

FinTech

Customer Service

KPI

SLA

Quality

Escalation Management

Fluent English

Job description

Job Summary

We are looking for an experienced Team Leader to manage and drive performance for an International BPO process. The ideal candidate must have strong leadership skills, excellent English communication, and relevant experience in Banking/BFSI, Payments, Cards, or FinTech processes.

Key Responsibilities

• Lead and manage a team in an International BPO process.
• Monitor team performance, productivity, quality, and SLA/KPI achievement.
• Handle escalations and ensure effective resolution of customer issues.
• Conduct coaching, feedback, and performance improvement sessions.
• Ensure process compliance and adherence to client requirements.
• Prepare and share daily/weekly performance reports.
• Coordinate with Operations, Quality, and Training teams.

Mandatory Requirements

• International BPO experience is compulsory.
• Minimum 2+ years of Team Leader experience preferred.
• Strong experience in Banking / BFSI / Payments / Cards / FinTech.
• Fluent English communication is mandatory.
• Strong knowledge of KPI, SLA, Quality, Productivity, and CSAT.
• Strong team-handling and people-management skills.
• Comfortable working in rotational shifts.

Skills

• Team Handling
• International BPO
• Banking
• BFSI
• Payments
• Cards
• FinTech
• Customer Service
• KPI
• SLA
• Quality
• Escalation Management
• Fluent English