Overview

The Team Leader-BPO Process plays a crucial role in leading and managing a team of BPO professionals to ensure the efficient and effective delivery of business process outsourcing services. This role is vital in maintaining operational excellence, driving productivity, and fostering a culture of continuous improvement within the BPO team.

Key Responsibilities
• Supervise and lead a team of BPO professionals to meet client service level agreements.
• Monitor team performance and provide feedback and coaching to enhance productivity and quality.
• Ensure adherence to quality standards, compliance, and best practices in BPO processes.
• Develop and implement strategies to optimize operational processes and enhance efficiency.
• Collaborate with stakeholders to address client needs and resolve any escalated issues.
• Train and onboard new team members to ensure a seamless integration into the BPO process.
• Conduct regular performance evaluations and implement performance improvement plans as needed.
• Drive a culture of continuous improvement and innovation within the BPO team.
• Handle escalations and complex client inquiries in a professional and timely manner.
• Generate reports and analyze KPIs to track team performance and identify areas for improvement.
• Ensure effective communication and coordination within the team and with other departments.
• Participate in the recruitment and selection process for BPO team members.
• Implement and enforce company policies and procedures within the team.
• Manage day-to-day operations and prioritize tasks to meet deadlines and targets.
• Stay updated on industry trends and best practices to drive operational excellence.

Required Qualifications
• Bachelor's degree in Business Administration, Management, or related field.
• Proven experience in a BPO environment with at least 3 years in a leadership or supervisory role.
• Demonstrated ability to lead, coach, and develop a high-performing BPO team.
• Strong understanding of BPO processes, quality management, and client service delivery.
• Excellent communication and interpersonal skills to effectively engage with internal and external stakeholders.
• Proficiency in using BPO management software and tools for performance tracking and reporting.
• Problem-solving skills to address complex operational issues and client concerns.
• Ability to manage and prioritize multiple tasks in a fast-paced BPO environment.
• Proven track record of driving operational efficiency and process improvements.
• Knowledge of industry regulations, compliance requirements, and data protection.
• Certification in BPO management or relevant professional credentials is a plus.
• Experience in recruiting, onboarding, and training BPO professionals.
• Strong analytical skills to interpret performance data and drive actionable insights.
• Ability to adapt to evolving business needs and foster a culture of agility and resilience.
• Leadership capabilities to inspire and motivate the team towards achieving organizational goals.

Salary - 5 lpa + unlimited incentives.

Experience - Min 1 years experienced required in Sales ( Domestic or International BPO)

qualification - Should be Graduate only. with excellent communication skills.

Shift - Day shift/ Australian Shift. 5.5 days working.

Skills: leadership,communication,team management,performance management,management,bpo