Senior Team Leader – Operations

Bandhan Tech; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Career growth opportunities in a fast‑

Job summary

Bandhan Tech in Bengaluru is seeking a Senior Team Leader - Operations (BPO) to manage outbound processes and drive performance through coaching and precise execution.

The ideal candidate has 4-6 years in BPO operations, proven leadership, client handling experience, and a track record of meeting KPIs such as productivity, quality, and SLA adherence. This role emphasizes team development and operational excellence in a fast-paced environment.

Qualifications

• 4-6 years of experience in BPO operations
• 2+ years as a Team Leader handling outbound process
• Strong leadership and people management
• Experience in client communications and operational reviews

Responsibilities

• Lead outbound teams to meet daily, weekly, monthly targets.
• Coach teams and conduct performance reviews.
• Monitor KPIs: productivity, quality, SLA, and conversion.
• Coordinate with clients and internal stakeholders for service delivery.
• Plan manpower, rosters, and resource allocation.
• Mentor Team Leaders and drive continuous improvement.
• Ensure policy compliance and info security.
• Participate in recruitment, onboarding, and training.
• Handle escalations and provide timely resolutions.

Skills

People management

Leadership

Analytical thinking

Decision making

Stakeholder management

Communication skills

Team management

Target-driven

Education

Graduate

Post Graduate

Tools

MS Excel

PowerPoint

MIS reporting

Job description

• Job Description : Senior Team Leader - Operations (BPO)
• Department: Operations - Outbound Process (BPO)
• Experience: 4-6 Years

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.
• 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.