Team Lead

FUNDVICE
Job Description
Team Leader Domestic BPO
Company
Fundvice
Location
Noida, Uttar Pradesh
Work From Office
6 days a week (Rotational Off)
Work Mode
Working Days
Experience Required
Candidate Preference
About the Role
Prior experience in Domestic BPO (Team Leader / Senior TL role
preferred)
Female candidates preferred
We are looking for an experienced and dynamic Team Leader to manage and drive performance for our
domestic BPO operations team based out of Noida. The ideal candidate will have hands-on experience
leading a team in a domestic call center environment, with a strong focus on quality, productivity, and
team development.
Key Responsibilities
Manage a team of associates/agents handling domestic BPO voice or non-voice processes, ensuring
daily targets on quality, productivity, and adherence are met.
Monitor calls and provide regular coaching, feedback, and floor support to improve agent
performance.
¢ Prepare and analyze daily/weekly/monthly performance reports (attendance, AHT, quality scores,
resolution rates, etc.) and share with reporting managers.
¢ Handle escalations and ensure timely resolution of customer or process issues.
¢ Conduct team huddles, one-on-ones, and performance reviews to drive engagement and motivation.
¢ Ensure adherence to process guidelines, compliance, and company policies.
¢ Coordinate with quality, training, and HR teams for agent development and process improvement.
¢ Manage attendance, shift rosters, and rotational offs for the team.
Required Skills & Qualifications
¢ Minimum 2-4 years of experience in a Domestic BPO, with at least 1 year in a Team Leader role.
¢ Strong communication skills in Hindi and English.
¢ Good understanding of BPO metrics (AHT, FCR, CSAT, Shrinkage, etc.).
¢ Proven ability to lead, motivate, and manage a team of 15-25 agents.
¢ Proficiency in MS Excel and reporting tools.

¢ Graduate in any discipline preferred.
Work Details
¢ Work Location: Noida (Work From Office).
¢ Working Days: 6 days a week, with rotational week off.
¢ Shift: As per process requirement (rotational shifts may apply).