Team Leader – Operations (International BPO)

Apex One; Mohali; On-site; INR 600,000 - 900,000; Full time

Job summary

Apex One in Mohali, India, is hiring Team Leaders Operations for a global contact center program handling Voice, Email & Chat. We seek strong people managers with international BPO experience who can lead high-performance customer service teams.

You will drive KPIs, coach teams, manage escalations, and collaborate with internal stakeholders to ensure smooth operations. Shift: US Shifts; Work Schedule: 5 Days Working with 2 rotational offs.

Qualifications

• Graduate with 5+ years in International BPO.
• At least 1 year as Team Leader on papers.
• Strong knowledge of ops metrics like shrinkage and attrition.
• Experience managing inbound/outbound contact center operations.
• Excellent people management and operational leadership.
• Ability to handle Voice, Email & Chat support channels.
• Preference: telecom process experience.
• Immediate joiners will be prioritized.

Responsibilities

• Lead and manage contact center teams across Voice, Email & Chat channels.
• Drive operational KPIs including SLA adherence, productivity, quality, and customer satisfaction.
• Monitor team performance and deliver regular coaching & feedback.
• Manage escalations and ensure excellent customer experience delivery.
• Collaborate with internal stakeholders to ensure smooth operations.

Skills

People management

Operational leadership

Channel management

Voice/Email/Chat

Education

Graduate degree

Job description

• Hiring Team Leaders Operations for a global contact center program handling Omni Channel customer interactions (Voice, Email & Chat).
• We are looking for strong people managers with experience in international BPO environments who can lead teams in high-performance customer service operations.

Role Requirements

• Graduate with 5+ years of overall experience in an International BPO
• Minimum 1 year experience as a Team Leader on papers
• Excellent Knowledge of Ops Metrics such as Shrinkage and Attrition.
• Experience managing Inbound / Outbound contact center operations
• Strong people management and operational leadership skills
• Ability to handle Voice, Email & Chat support channels
• Excellent communication skills
• Preference: Candidates with Telecom process experience will be preferred, followed by other international voice process backgrounds.
• Immediate joiners will be given priority.

Key Responsibilities

• Lead and manage contact center teams across Voice, Email & Chat channels
• Drive operational KPIs including SLA adherence, productivity, quality, and customer satisfaction
• Monitor team performance and deliver regular coaching & feedback
• Manage escalations and ensure excellent customer experience delivery
• Collaborate with internal stakeholders to ensure smooth operations.

Shift: US Shifts

Work Schedule: 5 Days Working

2 Rotational Offs