ABOUT
THE ROLE
We are looking for an experienced and
proactive Lead BPO Executive to oversee day -to -day operations, lead a team of
8–9 members, and act as the primary point of contact for client communications.
The ideal candidate brings deep BPO process expertise, a working knowledge of
IT infrastructure, and the leadership ability to drive team performance while
maintaining consistent service excellence.
KEY
RESPONSIBILITIES
• Manage and mentor a team of 8–9 BPO executives,
ensuring high performance and accountability
• Plan and oversee shift scheduling to maintain optimal
operational coverage across all hours
• Handle and supervise inbound and outbound call
processes, monitoring quality and resolution rates
• Coordinate and lead client meetings; prepare and
deliver regular performance and status reports
• Monitor, manage, and ensure full adherence to defined
SLAs and KRAs
• Develop, maintain, and update Standard Operating
Procedures (SOPs) and process documentation
• Design and deliver structured training programs to
onboard and upskill new team members
• Identify process gaps and lead continuous improvement
initiatives across operations