Bpo Team Leader

40,000 - 50,000 /month

Imperative Business Ventures Limited

Thane West, Thane

3 - 6+ years Experience in Customer Support / TeleCaller

Replies in 24hrs

1 Opening

Full Time

Contract

Skills Required

Non-voice/Chat Process

Job Highlights

Industry Type: BPO

Graduate and above

All genders

6 days working | Day Shift

Job Benefits: PF

Job Description

Role Summary: The VKYC Team Lead acts as the primary Single Point of Contact (SPOC) for Branch International managers. You will be responsible for the on-ground management of the VKYC team, ensuring operational efficiency, strict adherence to compliance SOPs, and the continuous development of agents through training and coaching. Key Responsibilities: ● Operational Management: Manage day-to-day operations, including roster planning, leave management, and handling team grievances. ● Client Liaison: Serve as the SPOC for Branch International managers to discuss volume updates, process changes, and operational challenges. ● Coaching & Performance: Conduct weekly performance reviews and 1:1 sessions with agents. Create and execute Performance Improvement Plans (PIPs) for bottom-quartile performers. ● Training & Development: Conduct regular refresher training sessions to ensure the team is updated on new compliance rules. Identify training gaps and organize upskilling sessions. ● Escalation Handling: Handle real-time escalations, including irate customers or complex technical issues during video calls. ● Tech Support: assist agents with basic troubleshooting of VKYC platforms (camera, audio, connectivity issues) and CRM tools. ● QA Alignment: Ensure the team meets all Quality Assurance stats and KPIs as defined by Branch International. Required Qualifications & Skills: ● Experience: 3 -7 years in a BPO setting, with at least 1 year in a Team Lead role. Experience in Banking, FinTech, or KYC processes is preferred. ● Degree: Graduate. MBA is preferred. ● Language: Fluent in English and Hindi (Written and Spoken). 3rd language is an added bonus ● Technical: Familiarity with CRM tools, and basic IT troubleshooting. ● Soft Skills: Strong leadership, analytical mindset, and crisis management.

Other Details

It is a Full Time Customer Support / TeleCaller job for candidates with 3 - 6+ years Experience.

More about this Bpo Team Leader job

What are the eligibility criteria for this Bpo Team Leader job?
Ans : Candidates should have a Graduate and above qualification with 3-7 years of experience and skills like Non-voice/Chat Process for this Bpo Team Leader job offered by Imperative Business Ventures Limited in Thane West, Mumbai.
What salary is offered for this Bpo Team Leader job?
Ans : The salary for this Bpo Team Leader job ranges between ₹40,000-₹50,000 per month.
What shift and timings does this job follow?
Ans : This Bpo Team Leader job follows a Day shift.
Do you need to visit the office for this job?
Ans : Yes, candidates need to visit the office and work from the location in Thane West, Mumbai.
How many vacancies are there for this Bpo Team Leader job?
Ans : There is 1 vacancy for this Bpo Team Leader role.
Is this job open for all genders?
Ans : Yes, this Bpo Team Leader job is open for both male and female candidates.
What does the role of Bpo Team Leader involve?
Ans : As a Bpo Team Leader, your work will involve skills like Non-voice/Chat Process. This role is part of Customer Support / TeleCaller category.
What is the job location for this position?
Ans : The job location for this Bpo Team Leader position is Thane West, Mumbai.
Who is the right fit for this Bpo Team Leader job?
Ans : A candidate having skills like Non-voice/Chat Process with 3-7 years of experience is the right fit for this Bpo Team Leader job.
What makes this Bpo Team Leader job a good opportunity?
Ans : This Bpo Team Leader job is a good opportunity as it offers a salary between ₹40,000-₹50,000 per month. This is a Full Time job and has 1 openings.