Team Leader - Operations

JOB DESCRIPTION – TEAM LEAD, OPERATIONS

Mervice Infotech | Silkboard, BangalorePosition: Team Lead – Operations

Location: Silkboard, Bangalore

Department: Operations

CTC: Up to ₹35,000 per month

Experience: 1–4 Years in BPO/Contact Center Operations

Work Mode: Work from Office

Shift: Rotational Shifts

Weekly Off: Rotational

About the RoleMervice Infotech is looking for an experienced and result-oriented Team Lead – Operations to manage day-to-day operations, drive team performance, and ensure achievement of business and client objectives.

The ideal candidate should have strong people-management skills, excellent communication, and hands-on experience in managing BPO/contact center teams.

• Key Responsibilities
• Manage and lead a team of Customer Service/Operations Executives.
• Drive team performance against defined KPIs, SLAs, productivity and quality targets.
• Monitor daily performance, attendance, adherence and productivity.
• Conduct regular huddles, coaching sessions and performance reviews.
• Identify performance gaps and implement appropriate action plans.
• Ensure process and client guidelines are followed consistently.
• Handle escalations and resolve customer/process-related issues effectively.
• Coordinate with QA, Training, WFM, HR and other support functions.
• Prepare and share daily/weekly performance reports and operational updates.
• Monitor team attrition and take proactive measures to improve employee engagement and retention.
• Ensure compliance with company policies, processes and client requirements.
• Support new-hire onboarding, nesting and floor management.
• Drive continuous improvement initiatives to enhance productivity and customer experience.
• Required SkillsExcellent verbal and written communication skills.
• Strong leadership and people-management abilities.
• Good knowledge of BPO operations and performance metrics.
• Strong analytical and problem-solving skills.
• Ability to handle pressure and meet business targets.
• Good knowledge of MS Excel, reporting and MIS.
• Strong coaching, mentoring and conflict-resolution skills.
• Customer-focused and result-oriented approach.
• EligibilityMinimum 1 year of relevant Team Lead experience in the BPO/Contact Center industry.
• Candidates with experience in International/Domestic voice or blended processes will be preferred.
• Should be comfortable working in rotational shifts.
• Immediate joiners / candidates with short notice period preferred.

Compensation & Benefits💰 CTC: Up to ₹35,000 per month

📍 Location: Silkboard, Bangalore

🏢 Work from Office

📈 Growth opportunities with a rapidly expanding organization

🤝 Dynamic and performance-driven work environment

Interested CandidatesCandidates who meet the above criteria and are looking for an opportunity to grow in BPO Operations are encouraged to apply.

Join Mervice Infotech and be part of a growing operations team!