Team Leader - Operations

Job Description – Team Leader (BPO)

Position:

Team Leader – BPO Operations

Job Summary:

We are looking for an experienced and result-oriented Team Leader to manage and supervise a team within our BPO operations. The candidate will be responsible for driving team performance, controlling shrinkage and attrition, ensuring quality standards, and achieving operational targets while maintaining high employee engagement.

Key Responsibilities:

Manage day-to-day operations of the assigned team.

Monitor and control shrinkage, absenteeism, and schedule adherence.

Track team performance against KPIs such as productivity, quality, attendance, and customer satisfaction.

Conduct regular performance reviews and provide constructive feedback.

Ensure quality compliance through call audits, process checks, and coaching sessions.

Identify training needs and coordinate with the training team for skill enhancement.

Maintain attrition control through employee engagement and retention initiatives.

Handle escalations and support the team in resolving operational challenges.

Prepare and maintain MIS reports, daily trackers, and performance dashboards.

Ensure process compliance and adherence to company policies.

Motivate and mentor team members to achieve business goals.

Eligibility Criteria:

Minimum 1–3 years of experience as a Team Leader in a BPO/Call Center environment.

Strong knowledge of shrinkage management and attrition control.

Experience in performance management and quality monitoring.

Good communication and leadership skills.

Ability to manage targets and work under pressure.

Proficiency in MS Excel and reporting tools is preferred.

Preferred Skills:

Team handling and people management

Coaching & mentoring

Analytical and problem-solving skills

Strong interpersonal communication

Process improvement mindset

Qualification:

Any Graduate / Undergraduate with relevant experience.

Work Location: 3rd Floor at 6-3-249/3, Abhinandan Towers, Road No.1, Banjara Hills, Pin Code: 500034

[Banjara Hills]

Shift: 9:30 to 6:30

Rotational Shift / Day Shift (as per process requirement)