Job Information:
- Date Opened 06/19/2026
- Job Type Full time
- Relevant Work Experience 5-8 Years
- Timings 9 am to 6:30 PM
- Work Place Blossom
- Engagement Type Permanent
- Industry Customer Service
- City Vadodara
- State/Province Gujarat
- Country India
- Zip/Postal Code 391101

About Us:
We elevate businesses with Technology, Services and Industry-Specific Solutions.:
ABOUT THE ROLE
- 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
- Requirements:
REQUIRED QUALIFICATIONS- 5-8 years of experience in BPO operations, with a minimum of 2 years in a team lead or senior role- Proven track record managing inbound and outbound call operations at scale- Robust command of SLA management, KRA tracking, and operational reporting- Hands-on experience in preparing SOPs and conducting structured team training sessions- Excellent verbal and written communication skills for client-facing interactions and escalation handling- Working knowledge of IT infrastructure concepts: networking, hardware, ITSM tools, and ticketing systems- Prior experience in IT-aligned or technical support BPO environments is strongly preferred- Ability and willingness to work in a rotational shift environment
- GOOD TO HAVE- Hands-on experience with CRM or ITSM platforms such as Freshdesk, Zen desk, ServiceNow, or Jira- F

📌 Lead Bpo Executive (Vadodara)
🏢 Rigel Networks
📍 Vadodara