Team Leader | International Process | Immediate Joiners |

• *Interested Candidate can share their resume to \- HR Aniket 7621 969317**

• *Job Title: Team Leader – International BPO (Voice/Blended Process)**

• *Location:** Navi Mumbai
• *Job Type:** Full\-Time
• *Shift:** Rotational / 24x7
• *Working Days:** 5 Days Working
• *Joining:** Immediate Joiners Preferred

• *Benefits**

• Attractive Performance\-Based Incentives
• Cab Facility
• Career Growth Opportunities

• *Roles \& Responsibilities**

• Lead and manage a team in an International Voice/Blended Process.
• Monitor team performance, productivity, attendance, adherence, and quality metrics.
• Ensure achievement of SLA, KPI, CSAT, and operational targets.
• Conduct regular coaching sessions, feedback meetings, and team huddles to improve performance.
• Handle customer and process escalations efficiently.
• Prepare and present daily, weekly, and monthly performance reports.
• Coordinate with Operations and Management to ensure smooth process execution.
• **Monitor and control team shrinkage and attrition by implementing effective retention and engagement initiatives.**
• **Analyze shrinkage trends, absenteeism, and employee attrition, and take proactive measures to improve workforce stability.**
• Drive team motivation, employee engagement, and operational excellence.
• Ensure compliance with company policies and process guidelines.

• *Eligibility Criteria**

• Minimum **1 year of on\-paper Team Leader experience** in an International BPO.
• Experience in **International Voice or Blended Process** is mandatory.
• **Hands\-on experience in managing shrinkage and attrition metrics is mandatory.**
• Strong knowledge of SLA, KPI, Quality, and Team Performance Management.
• Excellent communication, leadership, and people management skills.
• Comfortable working in rotational/24x7 shifts.
• Immediate joiners preferred.

• *Key Skills**

• Team Handling
• Shrinkage Management
• Attrition Management
• Performance Management
• SLA \& KPI Monitoring
• Escalation Management
• International Voice Process
• Blended Process
• Workforce Planning
• Coaching \& Mentoring
• Customer Support Operations
• MS Excel \& Reporting

Pay: ₹500,000\.00 \- ₹700,000\.00 per year

Application Question(s)

• Do you have documented experience(At least 1 Year) as a TL For International Process?
• Do You have strong knowledge of shrinkage \& attrition ?
• Current and expected CTC

Work Location: In person