Team Leader - BPO

Job description:

We are hiring an experienced Team Leader – BPO Voice Process for DBS Mintek Private Limited. The ideal candidate should have minimum 6 months of Team Leader experience, with hands-on experience in handling a team of 10+ members, performance management, target achievement, customer escalation handling, and day-to-day BPO operations.

The Team Leader will be responsible for ensuring that the team consistently meets operational targets and quality standards while maintaining productivity, attendance, and overall employee performance.

Key Responsibilities :

• Lead, supervise, and manage a team of BPO Voice Process executives and ensure smooth day-to-day operations.
• Drive the team toward achieving daily, weekly, and monthly business and performance targets.
• Monitor key operational metrics including Productivity, Quality, AHT (Average Handling Time), SLA, Attendance, CSAT, and FCR.
• Conduct regular team huddles, performance discussions, coaching sessions, and feedback meetings.
• Track individual and team performance and identify employees who require additional coaching or support.
• Take appropriate corrective and improvement measures to address performance gaps.
• Handle customer, process, and operational escalations and ensure timely resolution.
• Monitor and control absenteeism, attrition, LOP (Loss of Pay), and NCNS (No Call No Show) within the team.
• Maintain discipline and ensure team members follow process guidelines, quality standards, compliance requirements, and company policies.
• Coordinate with HR, Quality, Training, and Operations teams for employee and process-related requirements.
• Support new employees during the initial stages of the process and help them understand process expectations and performance standards.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Prepare and maintain daily, weekly, and monthly MIS/performance reports.
• Analyze team performance data and take necessary actions to improve productivity and quality.
• Motivate team members and maintain a positive, professional, and performance-driven work environment.
• Ensure effective communication of process updates, business requirements, policy changes, and operational instructions to the team.
• Escalate critical operational issues to the appropriate management team when required.

Candidate Requirements :

IMPORTANT NOTE : 'Minimum 6 months of Team Leader experience in a BPO Voice Process is mandatory'

• Candidates must have prior experience in team handling and people management.
• Strong understanding of BPO operations and performance-driven environments.
• Good knowledge of operational KPIs such as AHT, SLA, Productivity, Quality, CSAT, and FCR.
• Excellent verbal and written communication skills.
• Strong leadership, interpersonal, coaching, and employee-management skills.
• Ability to handle pressure, meet deadlines, and manage business targets.
• Strong problem-solving and escalation-handling abilities.
• Basic knowledge of MS Excel, MIS, and operational reporting.
• Should have experience managing atleast 10+ member voice process team - Mandatory
• Candidates must be willing to work from Pune.
• Senior Associates without prior Team Leader experience will not be considered.
• Immediate joiners are preferred.

Job Details :

Job Title: Team Leader – BPO Voice Process

Company: DBS Mintek Private Limited

Location: Pune

Employment Type: Full-Time - Work from Office

Shift: Day Shift

Salary: ₹28,000 – ₹30,000 per month

Experience: Minimum 6 months of Team Leader experience in BPO Voice Process

Education: Graduation (10+2+3)

Gender: Female Candidates Only

Age: 18–30 years

Languages: English, Hindi, and Marathi

Important Eligibility Criteria:

Candidates must have both of the following:

• Minimum 6 months of Team Leader experience in a BPO Voice Process.
• Candidates with only Senior Associate/Customer Service experience and no prior Team Leader experience are not eligible.