Job Summary

Team Velocity is seeking a highly driven and experienced Team Leader (BPO Operations) to manage, mentor, and lead a team of customer support and operations professionals. This role is responsible for ensuring consistent delivery of high-quality service, meeting performance targets, and fostering a positive, collaborative workplace culture. The ideal candidate will bring strong leadership capabilities, deep BPO knowledge, and the ability to motivate teams in a high-growth environment.

Key Responsibilities

• Lead, supervise, and support a team of agents to achieve daily, weekly, and monthly operational goals.

• Monitor team performance, generate reports, and provide actionable insights for improvement.

• Conduct regular coaching sessions, performance reviews, and skill-enhancement training.

• Manage workforce schedules, ensure adequate staffing, and maintain workflow efficiency.

• Resolve escalated customer concerns promptly and professionally.

• Ensure all team members adhere to company policies, compliance requirements, and quality standards.

• Collaborate with management to develop process improvements and implement best practices.

• Foster a motivated, accountable, and high-performing team culture.

• Facilitate communication between leadership and team members to ensure transparency and alignment.

Required Skills and Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field (preferred).

• Strong leadership, people-management, and team-building skills.

• Excellent communication, coaching, and conflict-resolution capabilities.

• Ability to analyze data, create performance reports, and make informed decisions.

• Strong understanding of BPO metrics (AHT, CSAT, QA scores, SLA compliance).

• Proficiency in MS Office Suite, CRM tools, and customer service software.

• High emotional intelligence and the ability to motivate diverse personalities.

• Strong problem-solving abilities and a customer-centric mindset.

Experience

• Minimum 2–4 years of experience in the BPO industry.

• At least 1 year in a leadership or supervisory role (Team Leader, Supervisor, or similar).

• Experience managing KPIs, handling escalations, and driving team performance.

Working Hours

• Full-time position.

• Flexible to work in rotational shifts, including nights, weekends, or holidays, depending on operational requirements.

• Ability to handle overtime during peak workload periods.

Knowledge, Skills and Abilities

• Deep knowledge of BPO workflows, customer care processes, and service-level management.

• Strong organizational and time-management abilities.

• Ability to handle pressure and maintain professionalism in fast-paced environments.

• Advanced interpersonal skills to coach and influence team members effectively.

• Adaptability to new tools, processes, and business changes.

Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Paid leaves, holiday benefits, and shift allowances as applicable.

• Career advancement opportunities within a growing organization.

• Continuous learning and leadership development programs.

• Supportive and inclusive work environment.

Why Join Team Velocity?

At Team Velocity, you’ll be part of an innovative and forward-thinking organization committed to excellence. We value people, passion, and performance. By joining us, you will experience a culture that supports growth, recognizes talent, and empowers you to lead with impact. We believe in developing leaders who drive positive change—both for our teams and our clients.

How to Apply

Interested candidates are encouraged to send their updated resume and a brief cover letter to Team Velocity’s recruitment email or apply directly through the company’s official career portal. Only shortlisted applicants will be contacted for the next steps in the hiring process.