Team Lead – Operations

Team Lead – Operations

Job Type: Permanent

Date Opened: 30/07/2025

Industry: ITES / BPO

Province: Karnataka

City: Bangalore North

Postal Code: 560001

Country: India

Job Description

Job Title: Team Lead – Operations

Qualification: Any Graduate and Above

Relevant Experience: 5 – 7 Years

Must Have Skills:

• Graduate with a minimum of 5 years' experience in BPO/Contact Center
• 2+ years of experience in a team lead/supervisory role (international voice process preferred)
• Excellent communication and leadership skills
• Strong analytical, coaching, and conflict resolution abilities
• Proficient in contact center tools and CRM systems
• Flexible to work in rotational night shifts

Good Have Skills: Manage a team of customer service representatives, ensuring high-quality service delivery, performance optimization, and compliance with process standards.

Roles and Responsibilities:

• Lead, mentor, and manage a team of voice agents in an international process
• Track and improve KPIs such as AHT, CSAT, and call quality scores
• Conduct daily huddles, coaching sessions, and performance reviews
• Manage escalations, ensure SLA adherence, and implement process improvements
• Ensure compliance with quality standards and company policies
• Generate and present performance reports to management
• Collaborate with training teams and contribute to continuous improvement

Location: Bangalore

CTC Range: 5 – 7 LPA (Lakhs Per Annum)

Notice Period: 30 Days

Mode of Interview: Virtual

Shift Timing: Rotational Shift

Mode of Work: Work From Office