Team Leader - Operations (Bpo)

Hirebot; Airoli; On-site; INR 400,000 - 700,000; Full time

Benefits offered by this job

Commuter assistance

Health insurance

Leave encashment

Life insurance

Paid sick time

Paid time off

Provident Fund

Job summary

Hirebot in India is seeking a seasoned Team Leader to oversee a 15-20 member international BPO customer support/sales team. You will drive floor operations, monitor KPIs, coach agents, and ensure quality, SLAs, and client satisfaction.

The role requires strong leadership, hands-on performance management, and the ability to align operations with client goals across US/UK/AU geographies. Work location is in-person at the facility.

Qualifications

• Experience leading BPO floor teams with client-facing metrics.
• Strong coaching and performance-improvement skills.
• Ability to work in rotational night shifts for US/UK/AU.

Responsibilities

• Lead 15-20 international agents; run daily huddles and shift management.
• Track AHT, CSAT, FCR, SLA; coach for improvement and audits with QA.
• Handle escalations; liaise with QA, Training, and senior management; prepare reports.

Skills

People leadership

Performance tracking

Escalation management

Coaching

Job description

Job Title: Team Leader - International BPO Process Department: Operations Reports To: Operations Manager / Operations Head Shift Pattern: Rotational Shifts (Including Night Shifts for US/UK/AU geographies) Job Summary We are looking for an experienced and results-driven Team Leader to oversee a team of international BPO customer support/sales agents. In this role, you will lead daily floor operations, drive operational key performance indicators (KPIs), coach frontline agents, and maintain high standards for quality, service level agreements (SLAs), and client satisfaction.

Key Responsibilities

• People Leadership & Floor Management: Lead, guide, and motivate a team of 15-20 international process agents. Conduct daily operational huddles and communicate updates on campaign targets or client policy changes. Manage agent shift adherence, attendance, leave schedules, and shrinkage control.
• Performance & Quality Tracking: Track and drive core BPO operational metrics: AHT (Average Handling Time), CSAT (Customer Satisfaction), FCR (First Call Resolution), SLA, and Shrinkage/Attrition. Audit calls/interactions in collaboration with Quality Analysts (QA) to identify performance gaps. Conduct 1-on-1 coaching sessions and implement tailored Performance Improvement Plans (PIPs) for underperforming agents.
• Escalations & Client Alignment: Take over high-priority customer escalations (de-escalations) and resolve complex process issues. Act as the primary liaison between frontline agents, Quality/Training teams, and senior management. Prepare daily, weekly, and monthly metric reports for internal reviews and client calls.

Pay: ₹400,** - ₹700,** per year

Benefits

• Commuter assistance
• Health insurance
• Leave encashment
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person