Team Leader – BPO Operations
Location: Coimbatore
Experience: Minimum 5 Years
Employment Type: Full-Time
Local Candidates Only: Applicants must be currently based in Coimbatore.
About Us
Innovative Incentives And Rewards Pvt Ltd.
With over 15 years of hands-on experience, we deliver full-spectrum loyalty and engagement solutions-spanning strategy, tech, fulfillment, analytics, and field execution.
Job Summary
We are seeking an experienced and performance-driven Team Leader – BPO Operations to oversee day-to-day contact centre operations, drive operational excellence, and ensure the consistent achievement of business and client deliverables. The ideal candidate will possess strong leadership capabilities, exceptional analytical skills, and a proven track record of managing high-performing teams within a dynamic BPO environment. This role requires a hands-on leader who can effectively balance people management, operational efficiency, service quality, and process adherence while fostering a culture of accountability and continuous improvement.
Key Responsibilities
- Lead and manage a team of Customer Support Associates to achieve operational and performance objectives.
- Monitor, analyze, and drive key operational metrics including Productivity, SLA, AHT, Quality Scores, Attendance, Adherence, and Customer Satisfaction.
- Conduct regular performance reviews, coaching sessions, and developmental interventions to enhance team effectiveness.
- Drive operational efficiency through process optimization, performance management, and continuous improvement initiatives.
- Prepare and maintain detailed MIS reports, operational dashboards, and performance trackers using advanced MS Excel.
- Identify performance gaps through data analysis and implement corrective action plans to improve overall team productivity.
- Ensure compliance with organizational policies, operational procedures, quality standards, and client expectations.
- Manage customer escalations and critical operational issues with a proactive and solution-oriented approach.
- Collaborate with internal stakeholders including Quality, Training, HR, and Operations teams to support business objectives.
- Foster a high-performance work culture through employee engagement, motivation, and effective people management practices.
- Support workforce planning activities, resource utilization, and operational governance to ensure seamless service delivery.
Required Skills
- Minimum 5 years of experience in BPO/Call Centre Operations with proven team management experience.
- Strong understanding of contact centre operations, performance management frameworks, and operational KPIs.
- Advanced proficiency in MS Excel, including Pivot Tables, VLOOKUP/XLOOKUP, Dashboards, Data Analysis, and Reporting.
- Excellent leadership, coaching, mentoring, and conflict-resolution skills.
- Strong analytical mindset with the ability to interpret data and drive actionable insights.
- Effective communication and stakeholder management abilities.
- Strong problem-solving, decision-making, and organizational skills.
- Ability to thrive in a target-driven and fast-paced operational environment.
Preferred Profile
- Proven experience managing voice process or customer support operations within a BPO environment.
- Demonstrated ability to lead teams, improve performance metrics, and drive operational excellence.
- Strong exposure to workforce management, reporting, and service delivery functions.
- Candidates with a stable career progression and a hands-on leadership approach will be highly preferred.
- Individuals who exhibit ownership, accountability, business acumen, and a results-oriented mindset.
Pay: ₹30,000.00 - ₹40,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Application Question(s):
- How many years of Team Management Experience do you have?
- Do you live in Coimbatore or planning to relocate?
- What was your last CTC in hand?
- Expected CTC?
Work Location: In person
