BPO Manager

2 weeks ago

Bengaluru, Karnataka, India Bharat Career Connect Solutions Full time

Job Summary:

We are looking for an experienced and results-driven Team Leader to oversee daily operations of a BPO team. The ideal candidate will be responsible for managing a team of agents, ensuring performance targets are met, maintaining high levels of customer satisfaction, and driving team motivation and efficiency.

Key Responsibilities:

Team Management:

  • Supervise and coordinate daily activities of a team of customer service.
  • Set performance goals and regularly monitor team.
  • Conduct regular team meetings, feedback sessions, and performance appraisals.
  • Handle escalations and complex queries effectively and professionally.

Training & Development:

  • Provide on-the-job coaching, mentoring, and support to team members.
  • Identify training needs and collaborate with the training team to upskill agents.
  • Ensure new team members are effectively onboarded and trained.

Process & Performance Management:

  • Ensure adherence to SLAs, quality standards, and company policies.
  • Monitor real-time operations and manage any service delivery gaps.
  • Prepare and analyse performance reports and implement action plans for improvement.

Communication & Coordination:

  • Serve as a point of contact between management and front-line agents.
  • Work closely with QA, HR, WFM, and other internal departments to ensure seamless operations.
  • Share updates, process changes, and announcements clearly and promptly with the team.

Key Skills and Qualifications:

  • Bachelor's/Masters degree in HR, Business Administration, or related field.
  • Minimum 2–4 years of experience in a BPO environment.
  • At least 1 year in a supervisory or team leader role.

Skills:

  • Excellent communication and interpersonal skills.
  • Strong leadership, coaching, and conflict-resolution abilities.
  • Proficient in MS Office and CRM/call centre software.
  • Analytical and problem-solving mindset.
  • Experience handling voice/non-voice/international/domestic processes (as applicable).
  • Ability to work in shifts and under pressure.
  • Target-oriented with a focus on results and continuous improvement.

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