Team Lead - BPO Operations

Konecta; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Global exposure

Growth-driven culture

Continuous training and development

Performance recognition and rewards

Job summary

A leading CX firm is seeking a Sr./Team Lead in Bengaluru to manage a team of Customer Service Associates. Responsibilities include driving team performance, ensuring service quality, and adhering to client standards. Candidates should possess at least 5 years of experience in customer service operations, with 1-2 years in a supervisory role. An analytical mindset, strong communication skills, and proficiency in MS Excel are essential. The role offers growth opportunities in a supportive work environment.

Qualifications

• Minimum 5 years of experience in contact center/customer service operations.
• At least 1–2 years in a Team Lead or supervisory role.
• Prior experience in the BPO industry is mandatory.
• Experience handling client interactions and audits is preferred.
• Strong understanding of contact center KPIs and operational metrics.

Responsibilities

• Lead, coach, and motivate a team of CSAs.
• Monitor daily performance metrics.
• Ensure compliance with process guidelines and client SLAs.
• Handle escalated customer issues.
• Prepare daily, weekly, and monthly performance reports.
• Ensure compliance with process guidelines, client SLAs, data security, and company policies.
• Support new joiner onboarding, training reinforcement, and knowledge transfer.
• Handle escalated customer issues and provide timely resolution.
• Collaborate with Quality, Training, Workforce Management, and HR teams to drive continuous improvement.
• Prepare and share daily, weekly, and monthly performance reports.
• Maintain high standards of discipline, attendance, and team morale.
• Drive engagement initiatives and promote a positive team culture.
• Hands-on experience managing Voice, Chat, and Email support operations.
• Understanding of omni-channel customer experience and quality benchmarks.
• Strong people management and coaching skills.
• Excellent verbal and written communication skills.
• Data-driven mindset with strong analytical ability.
• Problem-solving and decision-making skills.
• Ability to work in a fast-paced, target-driven environment.
• Proficiency in MS Excel, reporting tools, and contact center systems.

Skills

People management

Performance coaching

Analytical ability

Communication skills

Problem-solving

MS Excel proficiency

Knowledge of KPIs

Report preparation

Education

Graduate in any discipline

Postgraduate qualification

Tools

MS Excel

Reporting tools

Contact center systems

Job description

Minimum 5 years of experience in contact center / customer service operations, with at least 1–2 years in a Team Lead or supervisory role. Prior experience in BPO industry is mandatory.

Number of Requirenments: 3

Role Overview

The Sr./Team Lead is responsible for managing a team of Customer Service Associates to deliver consistent service quality, achieve performance targets, and ensure compliance with client and organizational standards. The role involves people management, performance coaching, real-time operations support, and close collaboration with internal stakeholders.

Key Responsibilities

• Lead, coach, and motivate a team of CSAs to meet and exceed productivity, quality, and customer satisfaction targets
• Monitor daily performance metrics including AHT, CSAT, FCR, adherence, shrinkage, and quality scores. Drive SLA, TAT, CSAT, and quality compliance for voice and non-voice processes
• Coach team members on effective communication skills specific to each channel.
• Conduct regular team huddles, one-on-one sessions, and performance reviews
• Identify performance gaps and implement corrective action plans, including coaching and improvement plans
• Ensure compliance with process guidelines, client SLAs, data security, and company policies
• Support new joiner onboarding, training reinforcement, and knowledge transfer
• Handle escalated customer issues and provide timely resolution
• Collaborate with Quality, Training, Workforce Management, and HR teams to drive continuous improvement
• Prepare and share daily, weekly, and monthly performance reports
• Maintain high standards of discipline, attendance, and team morale
• Drive engagement initiatives and promote a positive team culture
• Hands‑on experience managing Voice, Chat, and Email support operations
• Understanding of omni‑channel customer experience and quality benchmarks
• Strong people management and coaching skills
• Excellent verbal and written communication skills
• Data‑driven mindset with strong analytical ability
• Problem‑solving and decision‑making skills
• Ability to work in a fast‑paced, target‑driven environment
• Proficiency in MS Excel, reporting tools, and contact center systems

Educational Qualification

• Graduate in any discipline (mandatory)
• Postgraduate qualification is an added advantage

Additional Requirements

• Willingness to work in shifts, including weekends or holidays as per business requirements
• Experience handling client interactions and audits is preferred
• Strong understanding of contact center KPIs and operational metrics

Reporting Structure

• Reports to: Operations Manager / Assistant Manager

Why Join Konecta?

Global Exposure & Stability

• Work with a globally recognized CX leader, serving marquee international clients with strong process maturity and career stability.

Growth-Driven Culture

• Konecta focuses on internal growth through structured learning, leadership development, and clear career progression across roles and functions.
• A culture built on respect, collaboration, and inclusion‑where employee wellbeing, recognition, and performance are equally valued.

Strong Learning & Upskilling

• Continuous training on communication, customer experience, digital tools, and leadership skills to help employees stay future‑ready.

Performance Recognition & Rewards

• Transparent performance management with timely recognition, incentives, and rewards for consistent and high impact performance.

Innovation in Customer Experience

• Be part of a company that blends human expertise with technology and AI to deliver smarter, faster, and more meaningful customer interactions.