BPO Team Leader

Finaxen Technology Bangalore; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Finaxen Technology Bangalore is hiring an experienced Team Leader Operations (Outbound Voice Process) in Marathahalli, Bengaluru. The role demands strong leadership with a track record of guiding outbound voice teams to meet targets.

You will supervise agents, coach performance, monitor calls, manage scheduling, and collaborate with QA/Training to drive continuous improvement, while ensuring quality and compliance.

Qualifications

• 13 years of Team Leader experience in outbound voice BPO.
• Full-time availability in Bengaluru.
• Proven track record in leading outbound operations.

Responsibilities

• Supervise outbound voice agents to meet targets.
• Coach agents, monitor calls, and evaluate performance.
• Drive metrics: conversion rate, call quality, adherence.
• Ensure process compliance and quality standards.
• Lead daily team huddles and motivate team.
• Handle escalations and support complex queries.
• Generate performance reports for management.
• Collaborate with QA and Training for improvement.
• Manage scheduling, leaves, and roster planning.

Skills

Communication

Leadership

Outbound operations

Target management

Analytical thinking

Problem-solving

Tools

MS Excel

CRM tools

Job description

Job Title: Team Leader Operations (Outbound Voice Process)

Location: Marathahalli, Bengaluru

Job Type: Full-Time Experience

Required: 13 years as Team Leader in BPO (Outbound Voice)

Key Responsibilities

• Supervise a team of outbound voice agents to achieve daily/weekly/monthly targets.


• Monitor agent calls, provide regular coaching, feedback, and performance evaluations.


• Drive performance metrics such as conversion rate, call quality, adherence, and attendance.


• Ensure process compliance and quality standards are maintained.


• Conduct daily team huddles, share updates, and motivate team members.


• Handle escalations and support agents in resolving complex customer queries.


• Generate reports on team performance and submit to management as required.


• Collaborate with QA and Training teams for continuous improvement initiatives.


• Manage team scheduling, leaves, and roster planning effectively.

Key Skills

• Excellent communication and leadership skills.


• Strong understanding of outbound sales/support operations.


• Ability to manage targets and drive team performance under pressure.


• Analytical mindset with proficiency in MS Excel and CRM tools.


• Good problem-solving and decision-making abilities