Team Lead

Job Description

Job Title: Team Lead – BPO

Location: [West Bengal]
Experience Required: 4–7 Years (with minimum 1–2 years as Team Lead)
Employment Type: Full-Time
Reporting To: Operations Manager / BPO Manager

Job Summary

The Team Lead – BPO is responsible for managing a team of customer service/telecalling executives, ensuring service quality, meeting SLAs, and achieving performance targets. The role involves team supervision, coaching, performance monitoring, and coordination with operations to deliver excellent customer experience.

Key Responsibilities
1. Team Management & Supervision

Lead and manage a team of 10–25 BPO executives.

Allocate work, prepare shift rosters, and manage attendance.

Motivate team members to achieve productivity and quality targets.

2. Performance Monitoring

Track daily, weekly, and monthly KPIs (AHT, FCR, CSAT, conversion, etc.).

Conduct regular performance reviews and provide constructive feedback.

Identify performance gaps and implement improvement plans.

3. Quality & Process Adherence

Ensure adherence to SOPs, scripts, and compliance standards.

Monitor calls and transactions to maintain quality benchmarks.

Address escalations and resolve customer issues promptly.

4. Training & Coaching

Coach team members on communication, product knowledge, and objection handling.

Support new hire training and on-the-job mentoring.

Conduct refresher training and skill enhancement sessions.

5. Reporting & Stakeholder Coordination

Prepare MIS, dashboards, and performance reports for management.

Coordinate with QA, training, HR, and operations teams.

Share insights and recommendations to improve process efficiency.

6. Customer & Client Management

Handle complex customer escalations and sensitive cases.

Ensure high levels of customer satisfaction and retention.

Support client audits and reviews, if applicable.

Required Skills & Qualifications

✅ Graduate in any discipline
✅ 4–7 years of experience in BPO/Call Center operations
✅ Minimum 1–2 years of experience as a Team Lead / Senior Executive
✅ Strong people management and leadership skills
✅ Excellent communication skills (English mandatory; regional language preferred)
✅ Knowledge of BPO metrics, SLAs, and quality frameworks
✅ Proficiency in CRM tools, MS Excel, and reporting

Preferred Skills

Experience in voice/non-voice, inbound/outbound, or blended processes

Exposure to domestic or international BPO operations

Six Sigma / COPC / Quality certifications (advantage)

Personal Attributes

Strong leadership and decision-making ability

Result-oriented and accountable

Ability to work under pressure and manage multiple priorities

Customer-centric and quality-focused mindset