Role Overview
The Job role will involve working with the UK based International Energy Brand .The Sr.Team Lead BPO Operations is responsible for managing a team of Customer Service Associates to deliver consistent service quality, achieve performance targets, and ensure compliance with client and organizational standards. The role involves people management, performance coaching, real-time operations support, and close collaboration with internal stakeholders. The Suitable Candidate will work with the Billing , Payments , Collections & Settlement departments which is the key area of the business. Will be leading the Agent team are responsible for ensuring the customers from these processes for accuracy .

Key Roles & Responsibilities :-
Minimum ( 8 -12 yrs) of experience from the BPO Industry with the Back Office and Voice Process is required .
Individuals from the Energy , Telecom Billing & Utilities domains will be most Prefered .
Lead, coach, and motivate a team of CSAs to meet and exceed productivity, quality, and customer satisfaction targets.




Monitor daily performance metrics including AHT, CSAT, FCR, adherence, shrinkage, and quality scores. Drive SLA, TAT, CSAT, and quality compliance for voice and non-voice processes
Coach team members on effective communication skills specific to each channel.
Will be Overseing the Agents from process of Billing , Payments and Collections processes.
Conduct regular team huddles, one-on-one sessions, and performance reviews
Identify performance gaps and implement corrective action plans, including coaching and improvement plans
Ensure compliance with process guidelines, client SLAs, data security, and company policies
Support current joiner onboarding, training reinforcement, and knowledge transfer
Handle escalated customer issues and provide timely resolution
Collaborate with Quality, Training, Workforce Management, and HR teams to drive continuous improvement
Prepare and share daily, weekly, and monthly performance reports
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📌 Sr Team Lead – Bpo Operations Bengaluru
🏢 Konecta
📍 Bengaluru