Team Leader Operations- international process

TP; Mohali, Chandigarh; On-site; INR 558,000 - 893,000; Full time

Job summary

TP in Mohali is seeking a results‑driven operations leader to manage a team delivering international chat support. You will ensure SLAs and KPIs are met, drive efficiency, and manage costs while upholding regulatory and company policies.

The ideal candidate has 1–6 years in international BPO, strong ICP knowledge, excellent communication, and a data‑driven approach to identify trends and optimize performance.

Qualifications

• 1-6 years of experience in International BPO or similar industry.
• Strong understanding of ICP principles and practices.
• Excellent communication skills for leadership and collaboration with stakeholders.
• Ability to analyze data to identify trends and areas for improvement.

Responsibilities

• Manage a team of customer service representatives to deliver exceptional international chat support.
• Oversee daily operations, ensuring adherence to SLAs and KPIs such as AHT, shrinkage, attrition, CSAT, and SLA.
• Develop and implement strategies to improve operational efficiency and reduce costs.
• Collaborate with cross-functional teams to resolve complex issues and drive business growth.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Skills

ICP principles

Communication skills

Data analysis

Job description

Roles and Responsibilities

• Manage a team of customer service representatives to deliver exceptional international chat support.
• Oversee daily operations, ensuring adherence to SLAs and KPIs such as AHT, shrinkage, attrition, CSAT, and SLA.
• Develop and implement strategies to improve operational efficiency and reduce costs.
• Collaborate with cross-functional teams to resolve complex issues and drive business growth.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Desired Candidate Profile

• 1-6 years of experience in International BPO or similar industry.
• Strong understanding of International Chat Process (ICP) principles and practices.
• Excellent communication skills for effective leadership and collaboration with stakeholders.
• Ability to analyze data to identify trends and areas for improvement.

Location - Mohali