Team Leader/US Customer Service/BPO/Bengaluru, Pune

Hiresquad; Pune District, Bengaluru; On-site; INR 720,000 - 880,000; Full time

Job summary

Hiresquad in Pune/Bengaluru is hiring a Team Leader for the US Customer Service process. The on-paper designation is Assistant Manager, with a CTC of up to 8 LPA and 247 rotational shifts. Graduate candidates with 5+ years in International BPO and 1 year in a Team Leader role are encouraged to apply.

The role demands strong communication, people management, coaching, and analytical skills, plus the ability to manage attendance and drive KPI targets in a fast-paced, 24/7 environment.

Qualifications

• 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.
• Graduate mandatory.
• Excellent communication, people management, coaching, analytical and problem-solving 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

People management

Coaching

Analytical thinking

Communication

Education

Graduate

Job description

Leading BPO | Hiring Team Leader US Customer Service Process

Location: Pune / Bengaluru
Role: Team Leader – US Customer Service Process
On-Paper Designation: Assistant Manager
CTC: Up to 8 LPA
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.

Interested candidates can share their updated CV at: [e-mail]