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BPO Team Leader

Operations

BPO Team Leaders in India are first-line operations supervisors who own the daily performance of 12–20 voice or non-voice agents across international and domestic processes at companies like Concentrix, Teleperformance, HCL BPO, WNS, EXL, Sutherland, iEnergizer, and Firstsource. The role sits between the frontline agent layer and the Operations Manager — TLs run daily huddles, monitor live and recorded calls for quality, coach underperformers, own team-level AHT/FCR/CSAT targets, and act as the first escalation point for agent-unresolvable customer situations. Entry into the TL role almost always comes through internal promotion from Senior CSA or SME after 2–4 years of agent performance, supplemented by a TL assessment and client approval. Delivery hubs in Hyderabad, Noida, Bangalore, Pune, Chennai, and Kolkata are the primary employment centres; international process TLs typically manage US/UK/Australia-shift teams and earn a 20–35% premium over domestic-process equivalents at the same seniority.