Team Leader (US Process BPO)

Job Description: Team Leader Operations (US Customer Service Process)

Location: Wagle Estate, Thane, Maharashtra

Experience: Relevant experience in US customer service/BPO operations

Job Summary

We are looking for an experienced Team Leader to manage daily operations for a US customer service process. The ideal candidate should have strong leadership, communication, problem-solving, and performance-management skills, along with experience handling US customer service operations and leading a team.

Key Responsibilities

• Manage and supervise a team of customer service executives handling US customers.
• Monitor daily performance, productivity, attendance, and schedule adherence.
• Ensure achievement of KPIs, SLAs, quality standards, and customer satisfaction targets.
• Conduct team huddles, performance reviews, and coaching sessions.
• Handle escalated customer complaints and complex service-related issues.
• Monitor call quality, customer interactions, and process compliance.
• Support new-hire training, process updates, and ongoing employee development.
• Prepare daily, weekly, and monthly operational performance reports.
• Coordinate with Quality Analysts, Operations Managers, and other departments.
• Identify performance gaps and implement corrective action plans.

Required Skills and Qualifications

• Relevant experience in a US customer service/BPO process is mandatory.
• Previous experience as a Team Leader or Supervisor is preferred.
• Strong spoken and written English communication skills.
• Good understanding of KPIs, SLAs, CSAT, quality, and productivity metrics.
• Ability to manage escalations and motivate team members.
• Strong analytical, reporting, and decision-making skills.
• Flexibility to work in US business hours, as required.

Application Requirements

Interested candidates should share their updated CV along with the following details:

• Total work experience
• Relevant US process experience
• Current and expected CTC
• Notice period
• Current location
• Contact number