Team Leader – Operations (BPO)

Job Summary

We are looking for an experienced and result-oriented Team Leader – Operations to manage and lead a team in our BPO operations. The ideal candidate should have strong people-management skills, excellent communication, and hands-on experience in managing team performance, productivity, quality, and customer service.

Key Responsibilities
Manage, motivate, and guide a team of BPO agents to achieve daily, weekly, and monthly targets.
Monitor key operational metrics such as AHT, CSAT, Quality, Productivity, Attendance, and Adherence.
Conduct regular team huddles, performance reviews, and one-on-one sessions.
Identify performance gaps and implement appropriate coaching and improvement plans.
Ensure adherence to company policies, process guidelines, and client requirements.
Monitor calls/interactions and provide constructive feedback to team members.
Handle escalations and resolve customer or process-related issues effectively.
Coordinate with Quality, Training, Workforce Management, and other support teams.
Prepare and share daily/weekly performance reports with management.
Ensure proper attendance, schedule adherence, and discipline within the team.
Support new-hire onboarding, nesting,



and continuous employee development.
Drive employee engagement and maintain a positive team environment.
Ensure compliance with all operational and security guidelines.

Requirements
3–6 years of experience in BPO/Contact Center operations, with at least 3–4 years of Team Leader experience.
Experience handling an international voice/non-voice process will be preferred.
Strong knowledge of BPO metrics and performance management.
Excellent verbal and written communication skills.
Solid leadership, coaching, and problem-solving abilities.
Ability to handle escalations and work under pressure.
Good analytical and reporting skills.
Comfortable working in a night shift environment.
Proficiency in MS Excel and basic reporting tools.

What We Offer
Competitive salary based on experience and skills.
Chance to work in a growing and dynamic organization.
Skilled growth and career development opportunities.
Supportive and collaborative work environment.
Employee engagement and learning initiatives.

Pay: ₹40,000.00 - ₹65,000.00 per month

Perks:
Paid sick time
Provident Fund

Work Location: In person

📌 Team Leader Bpo Operations Sahibzada Ajit Singh Nagar
🏢 Zapbuild Technologies
📍 Sahibzada Ajit Singh Nagar