Avyaan Management Pvt. Ltd
Website:
avyaanmanagement.com
Job details:
Job Description: Team Leader – Operations (BPO)
Location: Bhopal
Company: Avyaan Management Pvt. Ltd.
Experience: Minimum 1–2 Years (BPO Mandatory)
Salary: Up to ₹3.5 LPA
Joining: Immediate Joiner or Maximum 15 Days Notice
Email: hr.intern@avyaanmgmt.com
Contact: +91 91793 21387
About The Role
We are seeking a dynamic and performance-oriented Team Leader – Operations (BPO) with strong BPO handling experience. The candidate should be capable of managing a team, improving productivity, and ensuring quality performance. Sales experience will be an added advantage.
Key Responsibilities (KRA – Key Result Areas)
- Lead and manage a team of agents to meet operational targets.
- Ensure quality standards and process compliance across the team.
- Provide training, coaching, and performance evaluations.
- Manage attendance, shift planning, and discipline.
- Handle escalations and resolve customer/client issues on priority.
- Analyze team performance reports and implement improvement plans.
- Maintain strong coordination with management for operational strategies.
- Achieve sales contributions where applicable (if process involves sales).
Key Performance Indicators (KPI)
- Team Productivity: Achievement of daily/weekly/monthly call targets or task output.
- Quality Score: Meeting quality audit parameters and accuracy benchmarks.
- Attendance & Adherence: Team punctuality, shrinkage control, and schedule adherence.
- Customer Satisfaction (CSAT): Maintaining positive feedback and service ratings.
- TAT Compliance: Ensuring timely resolution of customer concerns.
- Sales Conversion (If Applicable): Meeting required sales targets or lead closure ratios.
- Attrition & Retention: Maintaining team stability and minimizing attrition.
- Reporting Accuracy: Submission of reports within timelines with zero errors.
Required Skills & Qualifications
- Minimum 1–2 years BPO experience (mandatory).
- Sales experience preferred.
- Strong communication and team management skills.
- Analytical mindset with problem-solving capabilities.
- Proficiency in MS Excel, CRM, and reporting tools.
- Ability to handle pressure and meet targets.
- Immediate joiners highly preferred (15 days max).
Interview Location:
Avyaan Management Pvt. Ltd.
Elegant Business Square, 3rd Floor
In Front of People’s University
Ayodhya Bypass Road, Bhopal
Job Type: Full-time
Work Location: In person
Click on Apply to know more.