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.
Positive 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