Company Name- Synergipro BPO Solutions Pvt Ltd

Position: Team Lead – Operations

Process: Collections & Recovery – Personal Loans

Location: Rourkela, Odisha

Experience: 2–5 Years

Role Overview

We are looking for an experienced Team Lead – Operations with solid BPO experience and a proven track record in Collections & Recovery. The candidate will be responsible for managing team performance, achieving business targets, and maintaining operational and process standards.

Key Responsibilities
Manage and develop a team of Collection Executives to achieve business and operational targets.
Monitor key performance metrics including KPI, KRA, SLA, AHT, Productivity, Quality, BQ, Shrinkage, Attrition, and Adherence.
Monitor dialer performance and ensure optimum team productivity.
Conduct team huddles, coaching sessions, performance reviews, and feedback discussions.
Identify performance gaps, conduct RCA, and implement corrective action plans.
Monitor attendance, productivity, shrinkage, adherence, and attrition.
Handle escalations and ensure adherence to process, quality,



and compliance standards.
Analyze performance reports and provide actionable insights to Operations Management.
Collaborate with QA, Training, and Operations teams to improve process performance.
Drive employee engagement and maintain a high-performance team culture.

Required Skills & Experience
2–5 years of BPO Operations experience, including experience in a Team Lead or equivalent supervisory role.
Mandatory: Relevant experience in Outbound Collections & Recovery.
Experience in Personal Loan or other unsecured loan collections is preferred.
Strong knowledge of KPI, KRA, SLA, AHT, BQ, RCA, Shrinkage, Attrition, and Dialer Management.
Proven people-management and team-handling skills.
Solid analytical, communication, problem-solving, and decision-making abilities.
Ability to work effectively in a target-driven BPO workplace.

Pay: ₹15,000.00 - ₹30,000.00 per month

Benefits
Provident Fund

Work Location: In person

📌 Team Leader Operations Rourkela
🏢 Synergipro Bpo Solutions
📍 Rourkela