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Job TitleSr. / Team Lead – BPO OperationsExperienceMinimum 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: WeWork IWF Campus, Whitefield, BangaloreNumber of Requirenments: 3Role OverviewThe 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 cultureKey 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 systemsEducational Qualification- Graduate in any discipline (mandatory) - Postgraduate qualification is an added advantageAdditional 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 metricsReporting Structure- Reports to: Operations Manager / Assistant ManagerWhy 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.