Team Leader
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- Step 2Structured ScreeningAbout 15 minutes
- Step 3Interview InviteStraight to your inbox
We need an experienced Team Leader who has already led BPO teams — not a first-time supervisor. You'll own daily performance, coach 10-15 agents through quality/productivity gaps, handle escalations, and drive the team toward CSAT, AHT, and conversion targets in a customer support/sales/blended environment. This is a hands-on, floor-present leadership role where your ability to motivate under pressure and turn around underperformers directly impacts business outcomes.
Requirements at a glance
Quick 30-second check — fill what applies and we'll show how this role lines up. Purely informational; you can always apply anyway.
What We're Really Looking For
- Real-time decisiveness under SLA pressure
- Empathy balanced with accountability
- Data-driven coaching
Technical Skills
Must have
- ◆Prior Team Leader experience in BPO (customer support/sales/blended) — mandatory, non-negotiable
- ◆Strong knowledge of BPO KPIs: AHT, CSAT, NPS, quality scores, adherence, shrinkage, conversion rates
- ◆Proven ability to coach agents on call handling, objection handling, upselling, and soft skills in real-time
- ◆Hands-on MS Excel skills for MIS tracking, pivot tables, performance dashboards
- ◆Escalation management — staying calm under pressure, de-escalating irate customers, owning resolution
About Mas Callnet India (P) Ltd
Mas callnet India Pvt. Ltd. is a leading Business Process Outsourcing (BPO) and customer experience management company delivering end-to-end voice, non-voice, collections, customer support, sales, back-office, and digital process solutions. We partner with organizations across BFSI, fintech, e-commerce, telecom, and other industries to help them improve operational efficiency, customer satisfaction, and business growth. Driven by technology, data, and people, we combine AI-powered insights with a highly skilled workforce to deliver measurable business outcomes. With a strong focus on innovation, quality, compliance, and continuous learning, we provide an environment where employees can build rewarding careers while helping clients achieve operational excellence.