BPO Team Leader is responsible for managing a team of customer executives to ensure performance targets and quality standards are achieved.

BPO Team Leader – Job Description

Job Title: Team Leader – BPO

Reports To: Assistant Manager / Operations Manager

Key Responsibilities

- Lead, motivate, and manage a team of customer service representatives or associates.
- Monitor daily team performance against KPIs such as productivity, quality, customer satisfaction, and attendance.
- Conduct regular team meetings, coaching sessions, and performance reviews.
- Provide guidance and support to team members in handling customer queries and escalations.
- Ensure adherence to company policies, processes, and compliance requirements.
- Analyze performance reports and identify improvement opportunities.
- Prepare and maintain operational reports and dashboards.
- Coordinate with quality, training, workforce management, and operations teams.
- Drive employee engagement and team development initiatives.
- Manage staffing, scheduling,



and leave planning to maintain service levels.

Required Skills

- Solid leadership and people-management skills.
- Good verbal and written communication skills.
- Problem-solving and decision-making abilities.
- Knowledge of contact center operations and metrics.
- Ability to coach, mentor, and develop team members.
- Proficiency in MS Excel, PowerPoint, and reporting tools.
- Customer-focused mindset.

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT)
- Quality Scores
- Average Handle Time (AHT)
- Service Level Achievement
- First Call Resolution (FCR)
- Team Productivity
- Attendance and Adherence
- Employee Retention

Qualifications

- Bachelor's degree preferred.
- Typically 2–5 years of BPO/contact center experience.
- 1–2 years of experience in a supervisory or team lead role.
- Experience in customer service, sales, technical support, or back-office operations.

📌 Team Leader - Operations (Patna)
🏢 Axiant Business Solutions Private
📍 Patna