Operations Team Lead | US MNC

🚀 Job Title: Team Leader – US Customer Service & Upselling

📍Location: Gurgaon

🕒Shift: US Night Shift

💼 Experience: 2–5 years (Min. 1 year as an International BPO TL)

📋Key Responsibilities

• Lead & Coach: Manage a team of Customer Service Associates to meet daily sales and service targets.
• Drive KPIs: Monitor and optimize Sales/Upsells, CSAT, Quality, AHT, FCR, and Adherence.
• Performance Management: Conduct daily huddles, 1-on-1 coaching, and analyze performance reports.
• Escalations: Handle customer escalations and ensure first-call resolution.

🎯What We Need

• 1+ years of experience as a Team Leader in an international voice BPO.
• Strong background in US Customer Service & Sales/Upselling (Telecom, Banking, or Insurance preferred).