Walk-in || Senior Operations Team Lead

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 environment.

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.