Team Lead - BPO

Role Overview:

- Lead and manage a team of associates to achieve operational targets and service quality standards

- Act as the first point of contact for people management, performance improvement, and process adherence

- Drive team productivity while ensuring compliance with organizational and client requirements

Key Responsibilities:

- Manage day-to-day operations and ensure achievement of SLA, productivity, and quality targets

- Monitor and control key operational metrics including shrinkage, attrition, and attendance

- Provide regular coaching, feedback, and performance reviews to team members

- Identify performance gaps and implement corrective action plans

- Ensure adherence to process guidelines, compliance standards, and company policies

- Handle escalations and resolve operational or people-related issues effectively

- Support training and onboarding of new hires and existing team members

- Drive process improvements to enhance efficiency and customer satisfaction

- Prepare and share daily, weekly, and monthly performance reports

Key Result Areas (KRAs):

- Achievement of productivity, quality, and SLA targets

- Reduction in attrition and effective shrinkage management

- Improved team performance through coaching and feedback

- High compliance to process and operational standards

- Effective resolution of escalations and customer issues

- Successful implementation of process improvement initiatives

Required Experience & Qualifications:

- Minimum 1 year of experience as a Team Leader in the BPO industry

- Overall 1-3 years of relevant BPO operations experience

- Graduation in any discipline

Skill Sets:

- Strong understanding of BPO operations and performance metrics

- People management and team leadership skills

- Coaching, feedback, and performance management capability

- Process improvement and compliance management skills

- Analytical and problem-solving abilities

- Effective communication and interpersonal skills

- Ability to handle pressure and meet targets in a fast-paced environment

- Proficiency in MIS reporting and basic operational tools