Team Lead

Job Title: Team Leader BPO

Location: Bangalore

Department: Operations

Job Summary:

We are seeking a dynamic and experienced Team Leader to oversee and optimize our BPO operations. The ideal candidate will be responsible for managing daily operations, ensuring SLA and KPI targets are consistently met, and maintaining critical metrics such as shrinkage, attrition, and schedule adherence.

Key Responsibilities:

• Manage day-to-day operations across assigned BPO processes (voice, non-voice, and back-office).
• Ensure adherence to SLAs, KPIs, and quality benchmarks.
• Lead, mentor, and manage a team of agents to achieve individual and team goals.
• Monitor and manage key performance metrics including attrition, shrinkage, quality, and schedule adherence.
• Collaborate with clients to understand business requirements and ensure service delivery expectations are met.
• Drive continuous improvement initiatives focused on productivity, efficiency, and customer experience.
• Generate and present operational performance reports to senior management and clients.
• Ensure strict compliance with company policies, data protection protocols, and industry regulations.

Qualifications:

• Graduate in any discipline.
• Minimum 5 years of experience in BPO operations with at least 1 year in a Team Leader role
• Strong grasp of BPO metrics, quality frameworks, and workforce management principles.
• Excellent leadership, communication, and interpersonal skills.
• Proficient in MS Office tools and commonly used BPO software.
• Ability to thrive in a fast-paced and client-focused environment.

Preferred Skills:

• Prior experience managing e-commerce clients.

• Exposure to Domestic BPO operations.

• Strong understanding of customer service delivery and escalation handling