Job Title – Team Lead, Operations 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 strong 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.
- Robust knowledge of KPI, KRA, SLA, AHT, BQ, RCA, Shrinkage, Attrition, and Dialer Management.
- Proven people-management and team-handling skills.
- Strong analytical, communication, problem-solving, and decision-making abilities.
- Ability to work effectively in a target-driven BPO environment. Pay: ₹15,000.00
- ₹45,000.00 per month

Benefits:
- Provident Fund Work

Location:
In person

📌 Team Leader (Rourkela)
🏢 Synergipro BPO Solutions
📍 Rourkela