Backoffice Team Lead ( BPO )

About the Role

We are looking for a Team Lead – Back Office Operations to oversee and support a team responsible for non-voice, back-office processes. This role will ensure that daily operations are completed accurately, efficiently, and within established service level agreements (SLAs) and quality standards.

The ideal candidate is a hands-on leader with strong organizational skills, attention to detail, and experience managing teams in a BPO or shared services environment.

Key Responsibilities

• Lead, coach, and support a team of Back Office Specialists to achieve daily operational targets.
• Monitor team performance, productivity, quality, attendance, and adherence to established KPIs.
• Ensure back-office tasks, transactions, documentation, and administrative processes are completed accurately and on time.
• Review work outputs and identify errors, process gaps, and opportunities for improvement.
• Provide regular coaching, feedback, and performance guidance to team members.
• Conduct team huddles, performance discussions, and regular one-on-one sessions.
• Track and report team performance against productivity, quality, SLA, and other operational metrics.
• Manage workload distribution and ensure tasks are properly assigned based on priorities and capacity.
• Escalate operational issues, process concerns, and recurring errors to the appropriate stakeholders.
• Coordinate with Operations, Quality, Training, Workforce Management, and other support teams as needed.
• Ensure team members follow company policies, client procedures, data privacy requirements, and process guidelines.
• Assist with onboarding and training of new team members.
• Support process documentation and recommend improvements to increase efficiency and accuracy.
• Prepare and maintain operational reports and performance trackers.
• Handle complex or escalated back-office cases that require Team Lead intervention.
• Ensure business continuity and timely completion of assigned tasks during high-volume periods.
• Perform other duties and responsibilities as assigned by management.

Qualifications

• At least 1–2 years of experience as a Team Lead, Supervisor, or equivalent leadership role in a BPO, shared services, or back-office environment.
• Previous experience handling non-voice or back-office operations is preferred.
• Strong understanding of productivity, quality, SLA, and performance management metrics.
• Excellent organizational and time-management skills.
• Strong attention to detail and accuracy.
• Ability to analyze operational data and identify performance trends.
• Strong written communication and interpersonal skills.
• Proficient in Microsoft Office, Google Workspace, or similar productivity tools.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong coaching, problem-solving, and decision-making skills.
• Ability to work independently while effectively collaborating with internal teams.
• Willingness to work on shifting schedules, weekends, holidays, or night shifts as required by the business.

Preferred Skills

• Experience with ticketing, workflow, case management, data processing, claims, order processing, documentation, or other back-office functions.
• Experience using CRM, case management, workforce management, or productivity tracking systems.
• Experience working with international clients or offshore BPO operations.
• Familiarity with Lean, Six Sigma, or continuous improvement principles is a plus.

Work Environment

• Work Type: Back Office / Non-Voice
• Customer Interaction: No voice/call handling required
• Schedule: May include shifting schedules, weekends, and holidays depending on business requirements
• Employment Type: Full-time