Team Leader - Operations

Company Name- Synergipro BPO Solutions Pvt Ltd

Position: Team Lead – Operations

Process: Collections & Recovery – Personal Loans

Location: Rourkela, Odisha

Experience: 2–5 Years

Role Overview

We are looking for an experienced Team Lead – Operations with strong BPO experience and a proven track record in Collections & Recovery. The candidate will be responsible for managing team performance, achieving business targets, and maintaining operational and process standards.

Key Responsibilities

• Manage and develop a team of Collection Executives to achieve business and operational targets.
• Monitor key performance metrics including KPI, KRA, SLA, AHT, Productivity, Quality, BQ, Shrinkage, Attrition, and Adherence.
• Monitor dialer performance and ensure optimum team productivity.
• Conduct team huddles, coaching sessions, performance reviews, and feedback discussions.
• Identify performance gaps, conduct RCA, and implement corrective action plans.
• Monitor attendance, productivity, shrinkage, adherence, and attrition.
• Handle escalations and ensure adherence to process, quality, and compliance standards.
• Analyze performance reports and provide actionable insights to Operations Management.
• Collaborate with QA, Training, and Operations teams to improve process performance.
• Drive employee engagement and maintain a high-performance team culture.

Required Skills & Experience

• 2–5 years of BPO Operations experience, including experience in a Team Lead or equivalent supervisory role.
• Mandatory: Relevant experience in Outbound Collections & Recovery.
• Experience in Personal Loan or other unsecured loan collections is preferred.
• Strong knowledge of KPI, KRA, SLA, AHT, BQ, RCA, Shrinkage, Attrition, and Dialer Management.
• Proven people-management and team-handling skills.
• Strong analytical, communication, problem-solving, and decision-making abilities.
• Ability to work effectively in a target-driven BPO environment.

Pay: ₹15,000.00 - ₹30,000.00 per month

Benefits:

• Provident Fund

Work Location: In person