Team Leader - Operations

Job Title:
Team Leader – BPO Voice Process (Telecalling | 24x7 Shifts)

Location:
[Insert City/Location]

Job Type:
Full-Time | Rotational Shifts (24x7 Process)

Job Summary:

We are seeking a dynamic and results-driven Team Leader to manage a team of telecallers in a fast-paced BPO voice process environment. The ideal candidate will have experience in leading outbound/inbound calling teams, achieving targets, and ensuring high-quality customer interactions. The position involves working in a 24x7 rotational shift environment.

Key Responsibilities:

• Manage day-to-day operations of the telecalling team for voice process (Inbound/Outbound).
• Monitor team performance and ensure achievement of daily, weekly, and monthly targets.
• Conduct regular team meetings, performance reviews, and coaching sessions.
• Handle escalated customer queries and complaints effectively.
• Prepare and share daily/weekly performance reports with management.
• Ensure process adherence, call quality, and compliance standards.
• Motivate team members to improve performance and customer satisfaction.
• Schedule shifts, manage attendance, and ensure adequate staffing at all times.

Requirements:

• Minimum 2-4 years of experience in a BPO voice process, with at least 1 year in a team lead role.
• Strong communication, leadership, and interpersonal skills.
• Ability to manage and motivate a team in a target-driven environment.
• Willingness to work in 24x7 rotational shifts, including Morning, Noon, night shifts and weekends.
• Good knowledge of call quality monitoring, coaching, and reporting tools.
• Proficiency in MS Office (Excel, PowerPoint, Word) is a plus.
• Graduation in any stream (preferred).

Benefits:

• Attractive Salary + Performance Incentives
• Night Shift Allowance (as applicable)
• Provident Fund, ESIC, and other statutory benefits
• Career Growth Opportunities
• Training & Development Programs

Job Type: Full-time

Pay: ₹20,000.00 - ₹50,000.00 per month

Benefits:

• Provident Fund

Work Location: In person