Foundever
Job Overview & Summary
We are seeking an experienced Team Lead (International Process) with 1–4 years of TL experience in the BPO sector. The ideal candidate will possess strong people management, coaching, and analytical skills to drive team performance, ensure process adherence, and manage key operational metrics in a 24/7 shift environment.
Key Responsibilities & Deliverables
People Management & Coaching: Lead, motivate, and manage team members, conduct annual appraisals, and deliver regular coaching and feedback to drive performance.
Metric Control: Take ownership of critical BPO metrics, including Login Hours, Breaks, Quality, Productivity, AHT, SLAs, Schedule Adherence, and Attendance.
Attrition & Shrinkage: Implement strategic measures to control attrition and shrinkage to maintain optimal staffing levels.
Process Governance: Ensure strict process adherence and enforce organizational and client policies and procedures.
Bottom Quartile Management: Execute targeted action plans to support and upskill underperforming agents.
Reporting & Analytics: Track client and operational metrics, perform root-cause analysis using MS Excel, and provide regular status updates to key stakeholders.
Mandatory Qualifications & Skills
Education: Graduate / Post Graduate in any discipline.
Experience: 1–4 years of experience as a Team Lead in an International BPO Process (Mandatory).
Communication: Excellent written and verbal English communication skills.
Core Competencies: Proven expertise in People Management, Process Control, Performance Management, Coaching, and MS Excel.
Shift Flexibility: Comfortable working within a 24/7 shift environment.
To apply for this job please visit jobs.foundever.com.