Norlox Solutions Pvt. Ltd.
Website:
norloxsolutions.com
Job details:
Team Leader - International BPO
Location: New Town, Kolkata, West Bengal, India
Workplace: On-site
Employment Type: Full-time
Shift: US Shift | 8:00 PM - 5:00 AM
Experience: 2+ years of Team Leader experience in BPO operations
About the Role
We are looking for an experienced and results-oriented Team Leader to join our International BPO operations in New Town, Kolkata.
The Team Leader will be responsible for leading a team of BPO executives/associates, managing day-to-day operations, monitoring performance, driving productivity, maintaining quality standards, and supporting the team in achieving business targets.
The ideal candidate will have prior Team Leader experience in a BPO environment, strong people-management abilities, effective communication skills, and the ability to work in a target-driven international process.
Key Responsibilities
- Lead, manage, and motivate a team of BPO executives/associates to achieve daily, weekly, and monthly performance targets.
- Monitor individual and team performance against KPIs, productivity, quality, attendance, and other operational metrics.
- Drive team performance across calling, sales, conversion, productivity, and quality parameters, as applicable to the assigned process.
- Conduct regular team briefings, performance discussions, coaching sessions, and one-on-one feedback.
- Identify performance gaps and implement appropriate coaching and improvement plans.
- Monitor calls and provide constructive feedback to improve communication, customer handling, and process adherence.
- Ensure compliance with established company policies, process guidelines, quality standards, and client requirements.
- Handle customer and process-related escalations and coordinate appropriate resolutions.
- Prepare and maintain daily, weekly, and monthly performance reports and MIS.
- Coordinate with Operations Management, Quality, HR, Training, and other relevant teams.
- Monitor attendance, punctuality, discipline, employee engagement, and overall team performance.
- Support new-hire onboarding, training, nesting, and floor readiness activities.
- Recognize high performers and address performance concerns in coordination with management.
- Maintain a positive, professional, and productive team environment.
- Support operational initiatives and process improvements to improve team efficiency and customer experience.
Required Qualifications & Experience
- Minimum 2 years of experience as a Team Leader in a BPO environment.
- Prior BPO experience is required.
- Experience in an International BPO, International Voice, or Non-Voice process is preferred.
- Strong English communication skills, both verbal and written.
- Demonstrated experience managing team KPIs and performance targets.
- Good understanding of BPO operations, productivity metrics, quality parameters, and performance management.
- Strong leadership, coaching, mentoring, problem-solving, and people-management skills.
- Comfortable working the assigned US shift from 8:00 PM to 5:00 AM and other schedule requirements associated with the business.
- Ability to work effectively in a fast-paced, target-driven environment.
Key Skills
- Team Leadership
- Team Management
- Performance Management
- Coaching & Mentoring
- KPI Management
- BPO Operations
- Customer Service
- Quality Management
- Conflict Resolution
- Performance Reporting & MIS
What We’re Looking For
We’re looking for a hands-on leader who takes ownership of team performance, develops people through effective coaching, and consistently works toward operational and customer-service goals.
The successful candidate will be proactive, accountable, target-oriented, and comfortable managing a fast-paced International BPO team.
Candidates should meet the required BPO and Team Leader experience criteria to be considered for this position.
Click on Apply to know more.
