Team Leader - International BPO

Norlox Solutions Pvt. Ltd. · India

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.