BPO HIRING - TEAM LEADER

Location - BHOPAL (M.P.)

Experience - Min 1 Year as Team Lead

Budget - 28K in hand Max

Key Responsibilities: -

- Manage day-to-day team operations to achieve Service Level Agreements (SLAs), productivity, quality, and performance targets.
- Ensure schedule adherence, attendance, and floor discipline.
- Monitor daily operational metrics and implement corrective actions where required.
- Drive process compliance and operational efficiency.
- Handle escalations and ensure timely issue resolution.
- Monitor individual and team performance through regular reviews.
- Conduct call monitoring, quality audits, coaching sessions, and feedback discussions.
- Prepare and execute Performance Improvement Plans (PIPs) where required.
- Conduct monthly and quarterly performance appraisals.
- Lead, mentor, motivate,



and develop a team of approximately 15–20 Customer Service Associates.
- Identify training needs and coordinate learning and development initiatives.
- Manage employee engagement, motivation, and retention activities.
- Handle HR-related responsibilities including confirmations, promotions, disciplinary actions, and terminations in coordination with HR.

Key Performance Indicators (KPIs)

- SLA Achievement
- Productivity
- Quality Score
- Customer Satisfaction (CSAT)
- Attendance & Schedule Adherence
- Attrition & Retention
- Team Engagement
- Escalation Resolution
- Coaching Effectiveness
- Process Compliance

If Interested please share your CV at [email protected] or +91-(phone hidden).

📌 TEAM LEADER BPO (Bhopal)
🏢 Magnum group
📍 Bhopal