Job Description
Job Title
Sr. / Team Lead – BPO Operations
Experience
Minimum 5 years of experience in contact center / customer service operations , with at least 1–2 years in a Team Lead or supervisory role. Prior experience in BPO industry is mandatory.
Job Location: We Work IWF Campus, Whitefield, Bangalore
Number of Requirenments: 3
Role Overview
The Sr./Team Lead is responsible for managing a team of Customer Service Associates to deliver consistent service quality, achieve performance targets, and ensure compliance with client and organizational standards. The role involves people management, performance coaching, real-time operations support, and close collaboration with internal stakeholders.
Key Responsibilities
Lead, coach, and motivate a team of CSAs to meet and exceed productivity, quality, and customer satisfaction targets
Monitor daily performance metrics including AHT, CSAT, FCR, adherence, shrinkage, and quality scores. Drive SLA, TAT, CSAT, and quality compliance for voice and non-voice processes
Coach team members on effective communication skills specific to each channel.
Conduct regular team huddles, one-on-one sessions, and performance reviews
Identify performance gaps and implement corrective action plans, including coaching and improvement plans
Ensure compliance with process guidelines, client SLAs, data security, and company policies
Support new joiner onboarding, training reinforcement, and knowledge transfer
Handle escalated customer issues and provide timely resolution
Collaborate with Quality, Training, Workforce Management, and HR teams to drive continuous improvement
Prepare and share daily, weekly, and monthly performance reports
Maintain high standards of discipline, attendance, and team morale
Drive engagement initiatives and promote a positive team culture
Key Skills & Competencies
Hands-on experience managing Voice, Chat, and Email support operations
Understanding of omni-channel customer experience and quality benchmarks
Strong people management and coaching skills
Excellent verbal and written communication skills
Data-driven mindset with strong analytical ability
Problem-solving and decision-making skills
Ability to work in a fast-paced, target-driven environment
Proficiency in MS Excel, reporting tools, and contact center systems
Educational Qualification
Graduate in any discipline (mandatory)
Postgraduate qualification is an added advantage
Additional Requirements
Willingness to work in shifts, including weekends or holidays as per business requirements
Experience handling client interactions and audits is preferred
Strong understanding of contact center KPIs and operational metrics
Reporting Structure
Reports to: Operations Manager / Assistant Manager
Why Join Konecta?
Global Exposure & Stability
Work with a globally recognized CX leader, serving marquee international clients with strong process maturity and career stability.
Growth-Driven Culture
Konecta focuses on internal growth through structured learning, leadership development, and clear career progression across roles and functions.
People-First Environment
A culture built on respect, collaboration, and inclusion-where employee wellbeing, recognition, and performance are equally valued.
Strong Learning & Upskilling
Continuous training on communication, customer experience, digital tools, and leadership skills to help employees stay future-ready.
Performance Recognition & Rewards
Transparent performance management with timely recognition, incentives, and rewards for consistent and high impact performance.
Innovation in Customer Experience
Be part of a company that blends human expertise with technology and AI to deliver smarter, faster, and more meaningful customer interactions.
Sr. / Team Lead – BPO Operations
Experience
Minimum 5 years of experience in contact center / customer service operations , with at least 1–2 years in a Team Lead or supervisory role. Prior experience in BPO industry is mandatory.
Job Location: We Work IWF Campus, Whitefield, Bangalore
Number of Requirenments: 3
Role Overview
The Sr./Team Lead is responsible for managing a team of Customer Service Associates to deliver consistent service quality, achieve performance targets, and ensure compliance with client and organizational standards. The role involves people management, performance coaching, real-time operations support, and close collaboration with internal stakeholders.
Key Responsibilities
Lead, coach, and motivate a team of CSAs to meet and exceed productivity, quality, and customer satisfaction targets
Monitor daily performance metrics including AHT, CSAT, FCR, adherence, shrinkage, and quality scores. Drive SLA, TAT, CSAT, and quality compliance for voice and non-voice processes
Coach team members on effective communication skills specific to each channel.
Conduct regular team huddles, one-on-one sessions, and performance reviews
Identify performance gaps and implement corrective action plans, including coaching and improvement plans
Ensure compliance with process guidelines, client SLAs, data security, and company policies
Support new joiner onboarding, training reinforcement, and knowledge transfer
Handle escalated customer issues and provide timely resolution
Collaborate with Quality, Training, Workforce Management, and HR teams to drive continuous improvement
Prepare and share daily, weekly, and monthly performance reports
Maintain high standards of discipline, attendance, and team morale
Drive engagement initiatives and promote a positive team culture
Key Skills & Competencies
Hands-on experience managing Voice, Chat, and Email support operations
Understanding of omni-channel customer experience and quality benchmarks
Strong people management and coaching skills
Excellent verbal and written communication skills
Data-driven mindset with strong analytical ability
Problem-solving and decision-making skills
Ability to work in a fast-paced, target-driven environment
Proficiency in MS Excel, reporting tools, and contact center systems
Educational Qualification
Graduate in any discipline (mandatory)
Postgraduate qualification is an added advantage
Additional Requirements
Willingness to work in shifts, including weekends or holidays as per business requirements
Experience handling client interactions and audits is preferred
Strong understanding of contact center KPIs and operational metrics
Reporting Structure
Reports to: Operations Manager / Assistant Manager
Why Join Konecta?
Global Exposure & Stability
Work with a globally recognized CX leader, serving marquee international clients with strong process maturity and career stability.
Growth-Driven Culture
Konecta focuses on internal growth through structured learning, leadership development, and clear career progression across roles and functions.
People-First Environment
A culture built on respect, collaboration, and inclusion-where employee wellbeing, recognition, and performance are equally valued.
Strong Learning & Upskilling
Continuous training on communication, customer experience, digital tools, and leadership skills to help employees stay future-ready.
Performance Recognition & Rewards
Transparent performance management with timely recognition, incentives, and rewards for consistent and high impact performance.
Innovation in Customer Experience
Be part of a company that blends human expertise with technology and AI to deliver smarter, faster, and more meaningful customer interactions.
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