Team Leader

About the role

We are looking for an experienced Team Leader with 3–5 years of proven Team Lead experience, preferably within a BPO, contact center, or similar operations environment. The ideal candidate should have demonstrated experience managing teams, driving performance, handling escalations, and maintaining strong operational standards.

The ideal candidate should possess the following professional qualifications:

• 3–5 years of proven Team Lead experience managing a team in a BPO/contact center environment.
• Strong experience in people management and performance management, including coaching, feedback, and corrective action.
• Demonstrated ability to manage key operational KPIs such as QA, attendance, adherence, and service levels.
• Strong problem-solving and decision-making skills, particularly when handling operational issues and escalations.
• Experienced in managing real-time operational concerns and coordinating with WFM, IT, QA, and other support teams.
• Strong client/stakeholder management and communication skills, with the ability to provide clear and timely updates during operational incidents.
• Ability to perform root-cause analysis and develop appropriate corrective and preventive actions.
• Strong understanding of SOP compliance, process adherence, and risk management.
• Strong written and verbal English communication skills.
• Comfortable working with night shifts, changing schedules, and weekend/holiday coverage when business requirements dictate.
• Strong organizational skills and the ability to prioritize multiple operational requirements simultaneously.
• Demonstrated ownership, accountability, leadership maturity, and initiative.
• Experience supporting new hire onboarding, refresher training, and team development is highly preferred.
• Experience handling client-facing accounts or high-compliance processes would be an advantage.

Preferred Leadership Profile

Beyond tenure and technical experience, we are looking for someone who can independently manage the day-to-day operation, proactively identify risks, and effectively escalate issues to Operations Management when necessary.

The successful candidate should be able to serve as a strong point of contact for the team, provide timely direction during operational or technical incidents, and ensure that client commitments, quality standards, and operational KPIs are consistently maintained.