Team Leader - Operations

Job Description – Team Leader (BPO)

Job Title

Team Leader – BPO Operations

Job Summary

We are looking for an experienced and motivated Team Leader to manage and guide a team in a BPO environment. The candidate will be responsible for ensuring team productivity, maintaining service quality, achieving performance targets, and delivering excellent customer service.

Key Responsibilities

• Lead and manage a team of customer service executives/agents.
• Monitor daily team performance and productivity metrics.
• Ensure achievement of KPIs, SLA, quality, and TAT targets, AHT, attrition, shrinkage & others things.
• Conduct regular team briefings, coaching, and feedback sessions.
• Handle customer escalations and provide effective resolutions.
• Prepare and maintain performance and attendance reports.
• Motivate team members to achieve operational goals.
• Coordinate with management for process updates and improvements.
• Identify training needs and support employee development.
• Maintain discipline, compliance, and positive work environment.
• Ensure adherence to company policies and client requirements.

Required Skills

• Strong leadership and people management skills.
• Good communication and interpersonal abilities.
• Good problem-solving and decision-making skills.
• Knowledge of BPO operations and customer service processes.
• Ability to work under pressure and manage deadlines.
• Proficiency in MS Office and reporting tools.

Qualifications

• Graduate in any steam.
• 1-3 years of experience in BPO/Call Center operations.
• Prior experience as a Team Leader or acting TL preferred.

Preferred Qualities

• Customer-centric attitude.
• Strong motivational and mentoring abilities.
• Flexible to work in rotational shifts.
• Target-oriented and performance-driven mindset.

Salary

• As per company standards and experience.

Work Location

• Patna

Employment Type

• Full-time

Contact Person :- Amol Kumar - 9711535158