Job Summary
Team Velocity is seeking a dynamic and results-driven Team Leader (BPO Operations) to oversee daily operational performance within our business process outsourcing environment. The ideal candidate will be responsible for managing a team of customer service or process associates, ensuring service delivery excellence, meeting client expectations, and driving continuous improvement. This role requires strong leadership, operational expertise, and the ability to motivate teams to achieve high productivity and quality standards.
Key Responsibilities
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Lead, mentor, and manage a team of BPO executives to achieve performance targets.
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Monitor daily operations to ensure adherence to KPIs, SLAs, and quality benchmarks.
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Conduct regular team meetings, performance reviews, and coaching sessions.
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Analyze performance metrics and implement improvement plans where necessary.
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Ensure compliance with company policies, client requirements, and industry standards.
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Handle escalations and resolve customer or process-related issues efficiently.
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Collaborate with cross-functional teams such as Quality, Training, and HR.
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Drive employee engagement, retention, and team morale initiatives.
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Prepare and present performance reports to senior management.
Required Skills and Qualifications
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Bachelor’s degree in Business Administration, Management, or a related field.
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Strong leadership and team management capabilities.
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Excellent communication and interpersonal skills.
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Ability to work under pressure and meet tight deadlines.
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Proficiency in MS Office tools and reporting systems.
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Strong analytical and problem-solving skills.
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Customer-centric mindset with a focus on service excellence.
Experience
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Minimum 3–5 years of experience in BPO/Call Center operations.
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At least 1–2 years of experience in a supervisory or team leader role.
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Experience handling international or domestic processes is an added advantage.
Working Hours
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Flexible to work in rotational shifts, including night shifts if required.
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5-day or 6-day work week depending on business requirements.
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Willingness to work during weekends or holidays based on client needs.
Knowledge, Skills, and Abilities
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In-depth understanding of BPO operations and performance metrics.
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Ability to manage conflict and handle high-pressure situations.
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Strong decision-making and organizational skills.
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Capability to train, develop, and retain team members.
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Adaptability to changing business needs and technologies.
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High level of professionalism and accountability.
Benefits
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Competitive salary package with performance-based incentives.
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Health insurance and employee wellness programs.
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Paid time off, including vacation and sick leave.
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Opportunities for career growth and internal promotions.
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Ongoing training and professional development programs.
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Supportive and inclusive work environment.
Why Join Team Velocity
At Team Velocity, we believe in empowering our people to achieve their full potential. You will be part of a fast-paced, growth-oriented organization that values innovation, teamwork, and excellence. We provide a platform for continuous learning, leadership development, and career advancement while fostering a culture that recognizes and rewards performance.
How to Apply
Interested candidates can apply by submitting their updated resume along with a cover letter highlighting their relevant experience. Applications can be sent via the company’s official careers page or emailed to the HR department. Shortlisted candidates will be contacted for further evaluation and interviews.