BPO Team Leader/Supervisor

Job Title: Team Lead – Calling Process

Location: Mohali (On-site)
Experience Required: Minimum 3+ years (Team Lead experience in calling process is mandatory)
Job Type: Full-time

About the Role

We are looking for an experienced Team Lead to manage and support our calling process team. The ideal candidate should have strong leadership skills, prior experience handling a team in a call center/BPO environment, and the ability to drive performance and productivity.

Key Responsibilities

• Lead, supervise, and motivate a team of calling agents to achieve daily/weekly/monthly targets.
• Monitor team performance through call audits, KPIs, and performance metrics.
• Provide coaching, feedback, and regular performance reviews to team members.
• Ensure quality standards and compliance are maintained during all customer interactions.
• Manage team schedules, attendance, and shift planning.
• Handle escalations and resolve customer issues effectively.
• Prepare performance reports and share insights with management.
• Conduct training sessions and refresher programs when required.
• Ensure smooth workflow and high team morale.

Required Skills & Qualifications

• Minimum 3+ years of total experience, with at least 1 year as a Team Lead in a calling process (Outbound/Inbound).
• Strong understanding of call center operations and KPIs.
• Excellent communication and interpersonal skills.
• Ability to lead, motivate, and manage a team effectively.
• Good problem-solving skills and decision-making abilities.
• Knowledge of reporting tools and MS Excel (preferred).
• Ability to work under pressure and meet deadlines.

Additional Requirements

• Prior experience in a BPO/Call Center environment is mandatory.
• Immediate joiners preferred (optional).

Compensation

Competitive salary based on experience + performance incentives.

How to Apply

Interested candidates can share their resume at recruitment@yellowstonexps.com.

Job Type: Full-time

Pay: ₹11,000.00 - ₹40,000.00 per month

Location:

• Mohali, Punjab (Required)

Work Location: In person