Team Leader - Operations

BPO Team Leader is responsible for managing a team of customer executives to ensure performance targets and quality standards are achieved.

BPO Team Leader – Job Description

Job Title: Team Leader – BPO

Reports To: Assistant Manager / Operations Manager

Key Responsibilities

• Lead, motivate, and manage a team of customer service representatives or associates.
• Monitor daily team performance against KPIs such as productivity, quality, customer satisfaction, and attendance.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Provide guidance and support to team members in handling customer queries and escalations.
• Ensure adherence to company policies, processes, and compliance requirements.
• Analyze performance reports and identify improvement opportunities.
• Prepare and maintain operational reports and dashboards.
• Coordinate with quality, training, workforce management, and operations teams.
• Drive employee engagement and team development initiatives.
• Manage staffing, scheduling, and leave planning to maintain service levels.

Required Skills

• Strong leadership and people-management skills.
• Good verbal and written communication skills.
• Problem-solving and decision-making abilities.
• Knowledge of contact center operations and metrics.
• Ability to coach, mentor, and develop team members.
• Proficiency in MS Excel, PowerPoint, and reporting tools.
• Customer-focused mindset.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Quality Scores
• Average Handle Time (AHT)
• Service Level Achievement
• First Call Resolution (FCR)
• Team Productivity
• Attendance and Adherence
• Employee Retention

Qualifications

• Bachelor's degree preferred.
• Typically 2–5 years of BPO/contact center experience.
• 1–2 years of experience in a supervisory or team lead role.
• Experience in customer service, sales, technical support, or back-office operations.