Walk-in | Senior Operations Team Lead

Bandhan Technologies Private Limited; Bengaluru; Vor Ort; INR 600.000 - 1.200.000; Vollzeit

Benefits dieser Stelle

Career growth opportunities

Learning and development programs

Zusammenfassung

Bandhan Technologies Private Limited in Bengaluru seeks a Senior Team Leader to manage outbound BPO operations and drive performance through coaching and KPI management.

The role requires 4–6 years in BPO operations, with at least 2 years in a team-leading position handling outbound campaigns. Strong client handling and process-improvement skills are essential.

Qualifikationen

• Graduate / Post Graduate.
• 4–6 years of experience in BPO Operations with at least 2 years as a Team Leader handling outbound process.
• Experience in domestic outbound campaigns is preferred.

Aufgaben

• Lead team to achieve daily, weekly, and monthly targets.
• Monitor and improve team performance through coaching, feedback, and reviews.
• Ensure achievement of KPIs such as lead generation, productivity, quality, conversion, attendance and adherence.
• Analyze operational reports and MIS to identify trends and implement action plans.
• Work with clients and internal stakeholders to ensure service delivery meets expectations.
• Drive process improvements and efficiency initiatives.
• Conduct calibration sessions and ensure compliance with quality standards.
• Handle escalations and provide timely resolutions.
• Plan manpower, roster management, and resource allocation.
• Mentor Team Leaders and foster high-performance culture.
• Ensure compliance with policies and information security guidelines.
• Participate in recruitment, onboarding, training and performance management of staff.

Kenntnisse

Outbound process

People management

Analytical skills

Client communication

KPI management

MS Excel

MS PowerPoint

MIS reporting

Stakeholder management

Fast-paced environment

Ausbildung

Graduate

Post Graduate

Jobbeschreibung

Job Description Senior Team Leader Operations (BPO)

Position: Senior Team Leader – Operations
Department: Operations – Outbound Process (BPO)
Experience: 4–6 Years
Location: Whitefield, Bangalore

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.

Eligibility

• 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.
• Learning and development programs.