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Team Lead Operations

7.00 to 12.00 Years   Mumbai City   08 Jul, 2025
PES HR Services
Job LocationMumbai City
EducationNot Mentioned
SalaryRs 4.0 - 9 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (International)Operations Management / Process Analysis
EmploymentTypeFull-time

Job Description

    We are hiring for International BPO Company which is in market for 24 Years For Team Lead Operation in International Voice processExp - 7 YearsLocation - BhayandarShift Timing - US Shift -6:30 PM to 3:30 AM IST (Eastern Time), 7:30 PM to 4:30 AM IST (Central Time), and 9:30 PM to 6:30 AM IST (Pacific Time).Required Skills and Qualifications:Graduate degree is mandatory. Prior experience 8-10 years in team handling within an international voice process in banking or financial services. Strong knowledge of credit card, loan, or lending processes is preferred.Excellent communication and interpersonal skills with a proven ability to lead and motivate teams.Experience in call calibration, call listening, and feedback mechanisms.Proficiency in managing shrinkage, attrition, and workforce scheduling.Advanced skills in Excel (pivot tables, formulas, data analysis) and working knowledge of Power BI or similar reporting tools.Six Sigma certification or equivalent process improvement qualification is a plusSalary - 8 - 10 LPAJob responsibilityLead and manage a team of agents handling international voice processes related to credit cards, loans, and lending services.Monitor daily operations, including call calibration, call listening, and providing constructive feedback to ensure high-quality customer interactions.Manage shrinkage, absenteeism, and attrition to maintain optimal staffing levels and productivity.Prepare and analyze reports using advanced Excel and Power BI to track team performance, SLA adherence, and key business metrics.Drive continuous process improvements through data analysis and implementation of best practices.Facilitate team meetings, training sessions, and one-on-one coaching to develop skills and enhance team engagement.Collaborate with cross-functional teams to resolve escalations and ensure customer satisfaction. Ensure compliance with company policies, regulatory requirements, and audit standards.

Keyskills :
team leadershipus processinternational bpo

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