BPO Team Leader

SORIL Holdings; Bengaluru; On-site; INR 600,000 - 800,000; Full time

Job summary

SkillRoom Talent in Bengaluru is hiring an experienced BPO Team Leader to supervise a team of 18–22 agents on domestic or international voice processes, driving KPIs, coaching agents, and ensuring SLA delivery. You will monitor real-time dashboards, conduct daily briefings and monthly reviews, handle escalations, and coordinate with QA, WFM, and Training teams to improve performance.

Graduate with 2 years BPO experience plus 1 year as Team Leader preferred; strong people management, coaching,

Qualifications

• Graduate required.
• 2 years BPO experience + 1 year as Team Leader (on paper).
• Strong people management, coaching, and analytical skills.
• Proficiency in real-time dashboards and MIS reporting.

Responsibilities

• Manage a team of 18–22 agents for domestic or international voice processes.
• Monitor real-time adherence, shrinkage, and call volume metrics.
• Conduct daily briefings, weekly 1:1s, and monthly performance reviews.
• Handle floor escalations and coach agents through difficult calls.
• Coordinate with QA, WFM, and Training teams for performance improvement.

Skills

Team Leadership

BPO Operations

Coaching

KPI Management

People Management

Reporting

Education

Graduate

Job description

Job Description

We are hiring an experienced BPO Team Leader to lead a team of 20 customer support executives in Bangalore. You will drive KPIs, coach agents, manage floor operations, and ensure client SLA delivery. Strong operational ownership required.

Responsibilities

• Manage a team of 18–22 agents for a domestic or international voice process
• Monitor real-time adherence, shrinkage, and call volume metrics
• Conduct daily briefings, weekly 1:1s, and monthly performance reviews
• Handle floor escalations and coach agents through difficult calls
• Coordinate with QA, WFM, and Training teams for performance improvement

Requirements

• Graduate (mandatory)
• 2 years BPO experience + 1 year as Team Leader (on paper)
• Strong people management, coaching, and analytical skills
• Proficiency in real-time dashboards and MIS reporting

Preferred Qualifications

• Experience leading international voice teams
• Operations Manager / AM fast-track potential preferred
• Team Leader grade from Day 1
• AM / OM career path in 18–24 months

Skills Required

Team Leadership BPO Operations Coaching KPI Management People Management Reporting

About SkillRoom Talent

SkillRoom Talent is a leading staffing and placement firm placing candidates in top BPO and corporate companies across India.