Team Leader – Operations (BPO)
Job Summary
We are looking for an experienced and result-oriented Team Leader – Operations to manage and lead a team in our BPO operations. The ideal candidate should have strong people-management skills, excellent communication, and hands-on experience in managing team performance, productivity, quality, and customer service.
Key Responsibilities
- Manage, motivate, and guide a team of BPO agents to achieve daily, weekly, and monthly targets.
- Monitor key operational metrics such as AHT, CSAT, Quality, Productivity, Attendance, and Adherence.
- Conduct regular team huddles, performance reviews, and one-on-one sessions.
- Identify performance gaps and implement appropriate coaching and improvement plans.
- Ensure adherence to company policies, process guidelines, and client requirements.
- Monitor calls/interactions and provide constructive feedback to team members.
- Handle escalations and resolve customer or process-related issues effectively.
- Coordinate with Quality, Training, Workforce Management, and other support teams.
- Prepare and share daily/weekly performance reports with management.
- Ensure proper attendance, schedule adherence, and discipline within the team.
- Support new-hire onboarding, nesting, and continuous employee development.
- Drive employee engagement and maintain a positive team environment.
- Ensure compliance with all operational and security guidelines.
Requirements
- 3–6 years of experience in BPO/Contact Center operations, with at least 3–4 years of Team Leader experience.
- Experience handling an international voice/non-voice process will be preferred.
- Strong knowledge of BPO metrics and performance management.
- Excellent verbal and written communication skills.
- Strong leadership, coaching, and problem-solving abilities.
- Ability to handle escalations and work under pressure.
- Good analytical and reporting skills.
- Comfortable working in a night shift environment.
- Proficiency in MS Excel and basic reporting tools.
What We Offer
- Competitive salary based on experience and skills.
- Opportunity to work in a growing and dynamic organization.
- Professional growth and career development opportunities.
- Supportive and collaborative work environment.
- Employee engagement and learning initiatives.
Pay: ₹40,000.00 - ₹65,000.00 per month
Benefits:
- Paid sick time
- Provident Fund
Work Location: In person
