Job Description Senior Team Leader – Operations (Outbound Lead Generation)

Position: Senior Team Leader – Operations
Department: Operations – Outbound Lead Generation (BPO)
Experience: 4–6 Years
Location: Whitefield, Bangalore

Role Purpose

We are looking for an experienced and result-oriented Senior Team Leader to manage outbound lead generation operations. The ideal candidate should have a strong background in BPO operations, team management, client handling, and driving sales/lead generation performance through effective coaching and operational excellence.

Key Responsibilities

- Lead and manage a team of Team Leaders and Lead Generation Executives to achieve daily, weekly, and monthly business targets.
- Monitor and improve team performance through regular coaching, feedback, and performance reviews.
- Ensure achievement of KPIs such as lead generation targets, productivity, quality, conversion rates, attendance, and adherence.
- Analyze operational reports and MIS to identify trends and implement action plans for continuous improvement.
- Work closely with clients and internal stakeholders to ensure service delivery meets business expectations.
- Drive process improvements, productivity enhancements, and operational efficiency initiatives.
- Conduct calibration sessions and ensure compliance with quality standards and process guidelines.
- Handle escalations effectively and provide timely resolutions.
- Plan manpower, roster management,



and resource allocation to meet operational requirements.
- Mentor Team Leaders and build a high-performance culture through continuous learning and development.
- Ensure compliance with company policies, information security guidelines, and client requirements.
- Participate in recruitment, onboarding, training, and performance management of operations staff.

Required Skills

- Robust experience in Outbound Lead Generation or B2B/B2C Sales Process.
- Excellent people management and leadership skills.
- Strong analytical and decision-making abilities.
- Experience in handling client communications and operational reviews.
- Good understanding of productivity, quality, SLA, and KPI management.
- Proficiency in MS Excel, PowerPoint, and MIS reporting.
- Excellent communication and stakeholder management skills.
- Ability to work in a fast-paced, target-driven environment.

Eligibility

- Graduate in any discipline.
- 4–6 years of experience in BPO Operations with at least 2 years as a Team Leader handling outbound lead generation teams.
- Proven experience in managing multiple teams and achieving business targets.
- Experience in international or domestic outbound lead generation campaigns is preferred.

Key Performance Indicators (KPIs)

- Lead Generation Target Achievement
- Team Productivity & Utilization
- Quality & Compliance Scores
- SLA Adherence
- Conversion Rate
- Attendance & Shrinkage Management
- Attrition & Employee Engagement
- Client Satisfaction

📌 Walk-in || Senior Operations Team Lead (Bengaluru)
🏢 Bandhan Technologies Private
📍 Bengaluru