Team Lead - BPO Operations

Job Title

Sr. / Team Lead BPO Operations

Experience

Minimum 5 years of experience in contact center / customer service operations , with at least 12 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.