: Team Leader (HCA)

Position Title: Team Leader

Location: Bangalore HO

Reports To: Operations Manager / Senior Manager

Summary The Team Leader is responsible for managing a team of BPO associates to ensure high performance, excellent customer service, and adherence to company policies and procedures. This role involves leading, motivating, and supporting the team, handling escalations, monitoring KPIs, and driving continuous improvement initiatives to meet and exceed departmental goals.

Key Responsibilities

- Team Management: Lead, manage, and motivate a team of HCA/BPO advisors to achieve daily and monthly performance targets while maintaining high customer satisfaction.
- Performance Monitoring: Track individual and team KPIs such as leads, appointments, conversions, adherence, and productivity. Provide regular feedback, coaching, and corrective actions.
- Reporting & MIS: Prepare daily, weekly, and monthly MIS reports using Microsoft Excel, dashboards, and Power BI. Analyze trends and share insights with management.
- Lead-to-Appointment Analysis: Calculate and monitor Lead-to-Appointment ratios and take action to improve efficiency and quality.
- RTA Management: Be aware of RTA desk call-outs, its purpose, and ensure real-time adherence and productivity of the team.
- Roster Planning: Prepare and manage rosters based on business requirements, shrinkage, productivity, and compliance parameters.
- Quality Assurance: Ensure compliance with company policies, call handling guidelines, and quality standards through audits and call monitoring.




- Training & Development: Identify skill gaps and coordinate with training teams to upskill advisors on processes, tools, and soft skills.
- Issue Resolution & Escalations: Handle complex customer escalations and ensure timely and effective resolution.
- Review & Performance Decks: Create and present review decks and performance slides for internal reviews and leadership discussions.
- Process Improvement: Identify process gaps and work closely with Operations Managers to implement improvements.
- Communication: Act as a bridge between management and the team, ensuring explicit communication of goals, updates, and expectations.
- Shift Management: Ensure proper shift coverage and smooth operations across working hours.

Qualifications

Education:

Bachelors degree in Business, Management, or a related field preferred, or equivalent work experience.

Experience:

- 3–5 years of experience in a BPO/customer service environment
- Minimum 2 years in a Team Leader or supervisory role

Skills & Competencies

- Strong verbal and written communication skills
- Good proficiency in Microsoft Excel (MIS, formulas, reports)
- Experience in MIS reporting, dashboards, and Power BI
- Strong understanding of Lead-to-Appointment metrics
- Knowledge of RTA desk functions and real-time management
- Ability to prepare rosters based on operational parameters
- Experience in creating performance reviews and presentation slides
- Strong analytical, people management, and problem-solving skills

📌 Team Lead (Bengaluru)
🏢 Aanvii Hearing Solution
📍 Bengaluru