Hiring: Team Lead / Assistant Manager – BPO

Location: Hyderabad, Telangana

Position: Team Lead / Assistant Manager

Experience: 3–7 years in BPO/Contact Center Operations

Team Size: 20+ team members

Joining: Immediate Joiners Preferred

Job Summary

We are looking for an experienced Team Lead / Assistant Manager from a BPO/Contact Center background who can effectively manage and lead a team of 20+ associates. The ideal candidate should have strong people-management, operational, communication, and performance-management skills.

Key Responsibilities

• Lead, manage, and motivate a team of 20+ BPO associates.
• Monitor daily team performance against KPIs, SLAs, productivity, quality, and customer satisfaction targets.
• Conduct regular team huddles, performance reviews, and coaching sessions.
• Identify performance gaps and implement appropriate improvement plans.
• Handle escalations and resolve customer/process-related issues effectively.
• Ensure adherence to company policies, processes, compliance, and quality standards.
• Prepare and share daily/weekly/monthly performance reports with management.
• Track attendance, shrinkage, attrition, productivity, and staffing requirements.
• Coordinate with QA, Training, Workforce Management, HR, and other support functions.
• Drive employee engagement, retention, and continuous process improvement.
• Take ownership of operational targets and ensure consistent delivery.

Candidate Requirements

• 3–7 years of experience in BPO/Contact Center operations.
• Prior experience as a Team Leader / Assistant Manager is preferred.
• Proven experience managing 20+ team members.
• Strong knowledge of BPO KPIs, SLA management, quality, productivity, and performance metrics.
• Excellent verbal and written communication skills.
• Strong problem-solving and people-management abilities.
• Comfortable working in a target-driven and fast-paced environment.
• Good knowledge of MS Excel and reporting dashboards.
• Willingness to work in rotational shifts, including night shifts, if required.
• Immediate joiners or candidates with a short notice period are preferred.
• Candidates must be willing to work from the Hyderabad location.

What We're Looking For

We need a hands-on people leader who can take ownership of team performance, coach associates, manage escalations, and deliver operational targets consistently.

Interested candidates can share their updated CV with current CTC, expected CTC, notice period, and total experience.