Job Description – 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

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