Bpo Team Leader

ob Description – BPO Team Leader

Job Title: Team Leader – BPO

Department: Operations

Location: As per business requirement

Employment Type: Full-Time

Job Summary

The BPO Team Leader is responsible for managing a team of Customer Support Executives/Associates, ensuring operational excellence, achieving performance targets, and maintaining high levels of customer satisfaction. The Team Leader will coach, mentor, and motivate team members while ensuring adherence to company policies and client requirements.

Key Responsibilities

• Manage and lead a team of Customer Support Executives/Associates.

• Monitor daily team performance to achieve key performance indicators (KPIs) such as productivity, quality, adherence, and customer satisfaction.

• Conduct regular team huddles, one-on-one sessions, and performance reviews.

• Provide coaching, mentoring, and feedback to improve individual and team performance.

• Handle customer escalations and ensure timely resolution.

• Monitor attendance, punctuality, and schedule adherence.

• Prepare and maintain daily, weekly, and monthly MIS reports.

• Coordinate with Quality, Training, Workforce Management (WFM), and HR teams to improve operational performance.

• Ensure compliance with client requirements, company policies, and process guidelines.

• Identify process improvement opportunities to enhance efficiency and customer experience.

• Support recruitment, onboarding, and training of new team members when required.

Required Skills

• Excellent verbal and written communication skills.

• Strong leadership and people management abilities.

• Good analytical and problem-solving skills.

• Strong decision-making and conflict-resolution skills.

• Proficiency in MS Excel, MS Word, and PowerPoint.

• Experience working with CRM and ticketing systems.

• Ability to work under pressure and meet deadlines.

• Strong interpersonal and motivational skills.

Educational Qualification

• Graduate in any discipline (preferred).

• MBA or equivalent qualification is an added advantage.

Experience

• 1–3 years of experience as a Team Leader in a BPO, or

• Minimum 3–5 years of overall BPO experience with at least 1 year in a leadership role.

Key Performance Indicators (KPIs)

• Team Productivity

• Customer Satisfaction (CSAT)

• First Call Resolution (FCR)

• Average Handling Time (AHT)

• Quality Score

• Schedule Adherence

• Attendance

• Attrition Management

• Team Engagement

• SLA Achievement

Preferred Competencies

• Leadership and team-building skills.

• Coaching and mentoring capabilities.

• Performance management.

• Time management and multitasking.

• Customer-centric approach.

• Data analysis and reporting.

• Process improvement mindset.

Salary & Benefits

• Competitive fixed salary.

• Performance-based incentives.

• PF, ESI, Gratuity, and other statutory benefits.

• Paid leaves as per company policy.

• Career growth and internal promotion opportunities.

• Learning and development programs.

Working Conditions

• Rotational shifts, including weekends and holidays, as per business requirements.

• Work From Office (WFO),

• Ability to handle high-pressure situations and meet operational targets.

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 1 years of experience.