Team Lead - BPO Operations

Location: Bengaluru

Job Title

Sr. / Team Lead – BPO Operations

Experience

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.

Job Location:

WeWork IWF Campus, Whitefield, Bangalore

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

Key Skills & Competencies

- 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.

People-First Environment

- 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.