Team Leader/Assistant Manager - International BPO

We are hiring for a Assistant Manager role in an International Voice Process. The ideal candidate must have prior team handling experience (minimum 1 year) in an international BPO setup. Strong leadership, coaching, and performance management skills are key to success in this role.

Key Responsibilities:

- Manage a team of Customer Support Executives / Agents in an international voice process.

- Monitor daily operations, ensure adherence to SLAs, KPIs, and maintain high service quality.

- Conduct team huddles, reviews, and one-on-ones to drive engagement and performance.

- Handle escalations and ensure prompt issue resolution.

- Drive performance improvement plans for underperforming team members.

- Report daily/weekly/monthly team performance to stakeholders and leadership.

- Coordinate with QA, Training, and Workforce Management to ensure smooth operations.

- Foster a positive work culture focused on productivity and customer satisfaction.

Requirements:

- Experience: Minimum 1 year as a Team Leader or Assistant Manager in an International BPO.

- Hands-on experience managing voice-based customer support or sales teams.

- Strong knowledge of metrics management.

- Ability to manage rosters, schedules, and floor discipline.

- Excellent communication and people management skills.

- Flexibility to work in night shifts / rotational shifts (if applicable).

- Proficient in MS Excel, Reports & Dashboards.

Note:

- BPO experience is mandatory.

- Domestic process experience is not eligible.

- Only current or former Team Leaders/AMs in International BPOs will be considered.