WE ARE HIRING | BPO TEAM LEADER – AIR DIAL BPO

Air Dial BPO is looking for a BPO Team Leader to build, manage and scale a student-focused calling team handling AIPMST enquiries, counselling, follow-ups and exam registrations.

We are looking for someone who is not just a target-driven supervisor, but a problem solver, process builder and people leader.

KEY RESPONSIBILITIES

- Manage and coach a team of callers/counsellors.
- Plan daily calling and follow-up activities.
- Allocate and monitor leads.
- Track the complete student funnel: Lead → Contact → Interest → Exam Intent → Registration.
- Monitor individual and team KPIs.
- Analyse conversion and identify bottlenecks.
- Improve calling, follow-up and CRM processes.
- Conduct daily team briefings and performance reviews.
- Prepare daily/weekly MIS.
- Coach underperforming employees.
- Manage escalations involving students, parents and team members.
- Build SOPs and processes for a scalable call centre.
- Work closely with management to improve exam registrations.

IDEAL CANDIDATEWe are looking for someone with experience in:
- BPO / Telecalling
- Inside Sales
- Education / Admission Counselling
- Team Leadership
- Customer/student handling

Solid communication, analytical thinking, people management, Excel/MIS and CRM skills are required. MANDATORY ASSESSMENTAs part of the selection process, candidates will be required to complete the following assessment.

We are specifically testing how you think, not just your previous experience.

- UNDERSTAND OUR CLIENTStudy both websites carefully:

? https://www.aipmstprimary.co.in/

? https://www.aipmstsecondary.co.in/

Write an essay of 500–800 words explaining:

- What AIPMST is and its purpose
- Target students
- Examination/admission process
- What students and parents need to know
- How you would communicate with students and parents
- Key challenges in converting interested students into registered/exam-appearing students




- How a call centre can support AIPMST

The essay must be written in your own words.

- DESIGN A CALL CENTREAssume you have joined Air Dial BPO as the Team Leader responsible for AIPMST.

Prepare a practical plan covering:
- Number of callers required and why
- Team structure
- Lead allocation
- Daily calling process
- First-call process
- Follow-up process
- Student/parent communication
- Daily targets and KPIs
- Counsellor performance monitoring
- Handling underperformers
- MIS/reporting
- Registration improvement strategy
- Your first 7 days of action

3. CRITICAL THINKING CASEYou receive 2,000 student leads.

After calling

- 900 show interest
- 600 say they intend to appear for the exam
- Only 250 complete registration

As the Team Leader, why do you think 350 interested/intending students have not registered? How would you investigate the problem and what would you do to improve registration?

We want to see

Questions → Data → Analysis → Root Cause → Priority → Action → Measurement

- DIFFICULT EMPLOYEE SCENARIOYou manage 10 counsellors.

Your best-performing counsellor generates excellent registrations but refuses to follow the CRM and follow-up process.

The counsellor tells you

“My results are better than everyone else's. If I am delivering registrations, why are you concerned about the process?”Explain:

- How you would respond
- Whether you would take disciplinary action
- How you would determine whether the process is actually necessary
- How you would prevent other employees from copying this behaviour




- What you would do if the employee continues refusing to follow the process

5. UNREALISTIC TARGET SCENARIOManagement tells you: “We need 500 registrations this month.”Based on current leads, team strength and historical conversion, you estimate only 350 registrations are achievable.

You cannot hire immediately and marketing cannot provide additional leads.

Explain

- What information you would ask for
- How you would analyse the gap
- What you would investigate
- What actions you would take
- How you would communicate with management
- How you would attempt to reach the target

CANDIDATE INFORMATIONPlease also provide: Current/Last Take-Home: ₹________

Expected Take-Home: ₹________

Notice Period: ______ days

Earliest Joining Date: __________

Current Location: __________

Total BPO Experience: ______ years

Team Leader Experience: ______ years

Maximum Team Size Managed: ______

Willing to work from Delhi Head Office for approximately 1 month initially: Yes / No

Any constraints regarding Delhi assignment: __________

HOW WE WILL EVALUATE YOUCandidates will be evaluated on:

Critical Thinking | Root-Cause Analysis | Problem Solving | Leadership | People Management | Data Analysis | Process Building | Decision Making | Communication | Practicality

There is no single correct answer.

We want to understand how you think before you decide.

Candidates who provide generic answers such as “increase calls, motivate the team and achieve the target” without explaining the underlying analysis are unlikely to be shortlisted.

? Location: Bangalore

? Position: BPO Team Leader

? Company: Air Dial BPO

? Apply by sending your CV + completed assessment to:

[email protected]

Deadline for assessment submission: 20 August 2026 – 6:00 PM

Please mention “BPO Team Leader – Air Dial BPO” in the email subject line.

📌 BPO Team Leader (Bengaluru)
🏢 SAET Agency
📍 Bengaluru