– Team Lead (US Shifts, BPO – Mortgage Process)

We are looking for a highly motivated and results-driven Team Lead to oversee operations for our US Shift BPO – Mortgage Process. The ideal candidate will have strong leadership skills, experience in managing teams in a contact center workplace, and a commitment to achieving operational excellence.

Key Responsibilities:

- Process Ownership: Take complete ownership of the end-to-end process, ensuring smooth operations and achievement of overall goals.
- Team Development & Performance Monitoring: Utilize team strengths to meet operational targets and foster continuous growth.
- Problem-Solving & Decision-Making: Identify, define, and resolve complex challenges impacting workflow and efficiency.
- Performance Tracking & Reporting: Prepare and review weekly, monthly, and annual reports, administering insights with team members.
- Daily Operations Management: Monitor daily tasks, workflow, and resource deployment, ensuring alignment with business objectives.
- Real-Time Goal Tracking: Ensure production and quality goals are met on a real-time basis.
- Quality Assurance: Discuss quality scores with agents, address common mistakes, and maintain data for analysis and future improvements.
- Communication & Knowledge Management:



Gather daily FAQs from the team and work with the Training Manager to enhance knowledge resources and training materials.
- Client SLA Management: Ensure adherence to all Service Level Agreements (SLAs) and maintain high service standards.
- Timely & Accurate Reporting: Maintain detailed and time-sensitive reports, ensuring data accuracy and efficiency in operations.

Skills & Requirements:

- Bachelor's Degree (preferred).
- Excellent People & Conflict Management Skills to handle team dynamics effectively.
- Minimum 3 years of experience in BPO, with at least 1 year in a leadership role.
- Strong customer service orientation with a problem-solving mindset.
- Motivational skills & positive attitude to drive team performance.
- Ability to think creatively, challenge existing processes, and implement improvements.
- Strong analytical & numerical skills to track performance and ensure accuracy.
- Business sensitivity and understanding of BPO & mortgage processes.
- Effective problem resolution skills and ability to make quick, informed decisions.
- Capable of working under high-pressure environments and adapting to changes dynamically.
- US Shift Flexibility – Must be comfortable working night shifts to align with client time zones.

📌 Team Leader (Bengaluru)
🏢 Nouman Kalladathu Proprietor of Delphic Jobs
📍 Bengaluru