Job Description Senior Team Leader Operations (BPO)

Position: Senior Team Leader – Operations
Department: Operations – Outbound Process (BPO)
Experience: 4–6 Years
Location: Whitefield, Bangalore

Role Purpose

We are looking for an experienced and result-oriented Senior Team Leader to manage outbound operations. The ideal candidate should have a strong background in BPO operations, team management, client handling, and driving performance through effective coaching and operational excellence.

Key Responsibilities

- Lead team to achieve daily, weekly, and monthly business targets.
- Monitor and improve team performance through regular coaching, feedback, and performance reviews.
- Ensure achievement of KPIs such as lead generation targets, productivity, quality, conversion rates, attendance, and adherence.
- Analyze operational reports and MIS to identify trends and implement action plans for continuous improvement.
- Work closely with clients and internal stakeholders to ensure service delivery meets business expectations.
- Drive process improvements, productivity enhancements, and operational efficiency initiatives.
- Conduct calibration sessions and ensure compliance with quality standards and process guidelines.
- Handle escalations effectively and provide timely resolutions.
- Plan manpower, roster management, and resource allocation to meet operational requirements.




- Mentor Team Leaders and build a high-performance culture through continuous learning and development.
- Ensure compliance with company policies, information security guidelines, and client requirements.
- Participate in recruitment, onboarding, training, and performance management of operations staff.

Required Skills

- Strong experience in Outbound Process.
- Excellent people management and leadership skills.
- Strong analytical and decision-making abilities.
- Experience in handling client communications and operational reviews.
- Good understanding of productivity, quality, SLA, and KPI management.
- Proficiency in MS Excel, PowerPoint, and MIS reporting.
- Excellent communication and stakeholder management skills.
- Ability to work in a fast-paced, target-driven workplace.

Eligibility

- Graduate / Post Graduate.
- 4–6 years of experience in BPO Operations with at least 2 years as a Team Leader handling outbound process.
- Proven experience in managing multiple teams and achieving business targets.
- Experience in domestic outbound campaigns is preferred.

Key Performance Indicators (KPIs)

- Team Productivity & Utilization
- Quality & Compliance Scores
- SLA Adherence
- Conversion Rate
- Attendance & Shrinkage Management
- Attrition & Employee Engagement
- Client Satisfaction

What We Offer

- Career growth opportunities in a fast-growing organization.
- Learning and development programs.

📌 Walk-in || Senior Operations Team Lead (Bengaluru)
🏢 Bandhan Technologies Private
📍 Bengaluru