Niftel Communications
Website:
niftel.com
Job details:
Company Description Niftel Communications operates large-scale BPO centers with over 1000 seats worldwide and has been running successful operations since 2010. The company delivers 24/7 BPO/ITES support to clients in the UK, US, and India across finance, insurance, claims, and energy. Niftel is an Intellectual Property–driven technology services organization offering innovative IT solutions, BPO/ITES services, and IT training. Led by Founder-Director Mr. Farukh Shah, Niftel maintains state-of-the-art infrastructure and technology across its centers. The company has a strong business presence in multiple Indian cities, including Lucknow, Prayagraj, Gurgaon, Guwahati, Mumbai, Kanpur, and Oldham in the United Kingdom.
Role Description The Team Leader BPO role is a full-time, on-site position based in Gorakhpur. The Team Leader will oversee daily operations of a BPO team, including managing performance, monitoring call quality, and ensuring adherence to process guidelines and service-level agreements. Responsibilities include planning shifts, allocating tasks, coaching and mentoring team members, and providing regular performance feedback. The role involves coordinating with clients and internal stakeholders, preparing reports and dashboards, and driving process improvements to enhance efficiency and customer satisfaction. The Team Leader will also handle escalations, support training initiatives, and ensure compliance with company policies and regulatory requirements.
Qualifications
- Strong people management and team leadership skills, including performance monitoring, coaching, and conflict resolution.
- Experience in BPO operations, with knowledge of call center processes, service-level management, and quality assurance.
- Excellent communication skills, both verbal and written, with the ability to interact confidently with clients and stakeholders.
- Analytical and problem-solving abilities, including comfort with data, reporting, and using metrics to drive decisions.
- Organizational and time-management skills to handle shift planning, task allocation, and multiple priorities in a fast-paced environment.
- Proficiency with common office and CRM tools; familiarity with BPO/ITES technology platforms is an advantage.
- Prior experience in finance, insurance, claims, or energy domains within a BPO setup is preferred.
- Bachelor’s degree in any discipline or equivalent professional experience in BPO operations.
- Willingness to work flexible shifts as required by 24/7 operations, and commitment to on-site work in Gorakhpur.
Click on Apply to know more.