Job Description

- Position: Team Leader - BPO Operations- Location: Bhopal- Experience: Minimum 1 year as Team Leader in a BPO environment- Industry: BPO/Customer Support/Operations- Employment Type: Full-TimeAbout the Role:We are seeking an experienced and energetic Team Leader to manage and drive performance within our BPO operations. The ideal candidate will be responsible for supervising a team, meeting operational KPIs, and ensuring consistent service delivery excellence.Key Responsibilities:- Manage day-to-day team operations and ensure targets are achieved.- Monitor and analyze team performance metrics - AHT, Quality, Shrinkage, Attrition, Attendance, and SLA adherence.- Provide regular feedback, coaching, and performance appraisals to team members.- Handle escalations effectively and maintain client satisfaction.- Conduct team briefings, huddles, and training sessions to ensure process compliance.- Drive continuous improvement and maintain high employee engagement.- Prepare and maintain daily/weekly/monthly performance reports.Desired Candidate Profile:- Minimum 1 year of experience as a Team Leader in a BPO setup (Inbound/Outbound/Customer Support).- Excellent communication and people management skills.- Strong analytical and problem-solving abilities.- Proficiency in MS Excel, reporting, and performance tracking.- Flexible to work in rotational shifts.- Ability to lead by example and motivate the team to achieve results.Qualification:- Graduate / Undergraduate with relevant BPO leadership experience (ref:updazz.com)

Skills Required