Lead BPO Executive
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Job Summary
ABOUT THE ROLE
We are looking for an experienced and proactive Lead BPO Executive to oversee day-to-day operations lead a team of 89 members and act as the primary point of contact for client communications. The ideal candidate brings deep BPO process expertise a working knowledge of IT infrastructure and the leadership ability to drive team performance while maintaining consistent service excellence.
KEY RESPONSIBILITIES
Manage and mentor a team of 89 BPO executives ensuring high performance and accountability
Plan and oversee shift scheduling to maintain optimal operational coverage across all hours
Handle and supervise inbound and outbound call processes monitoring quality and resolution rates
Coordinate and lead client meetings; prepare and deliver regular performance and status reports
Monitor manage and ensure full adherence to defined SLAs and KRAs
Develop maintain and update Standard Operating Procedures (SOPs) and process documentation
Design and deliver structured training programs to onboard and upskill new team members
Identify process gaps and lead continuous improvement initiatives across operations
Requirements
REQUIRED QUALIFICATIONS
58 years of experience in BPO operations with a minimum of 2 years in a team lead or senior role
Proven track record managing inbound and outbound call operations at scale
Strong command of SLA management KRA tracking and operational reporting
Hands-on experience in preparing SOPs and conducting structured team training sessions
Excellent verbal and written communication skills for client-facing interactions and escalation handling
Working knowledge of IT infrastructure concepts: networking hardware ITSM tools and ticketing systems
Prior experience in IT-aligned or technical support BPO environments is strongly preferred
Ability and willingness to work in a rotational shift environment
GOOD TO HAVE
Hands-on experience with CRM or ITSM platforms such as Freshdesk Zen desk ServiceNow or Jira
Familiarity with reporting tools and operational dashboards for tracking team metrics
Exposure to quality frameworks ISO standards or internal process audit practices
Experience working in a client-facing managed services or IT helpdesk BPO environment
Benefits
Required Skills:
REQUIRED QUALIFICATIONS 58 years of experience in BPO operations with a minimum of 2 years in a team lead or senior role Proven track record managing inbound and outbound call operations at scale Strong command of SLA management KRA tracking and operational reporting Hands-on experience in preparing SOPs and conducting structured team training sessions Excellent verbal and written communication skills for client-facing interactions and escalation handling Working knowledge of IT infrastructure concepts: networking hardware ITSM tools and ticketing systems Prior experience in IT-aligned or technical support BPO environments is strongly preferred Ability and willingness to work in a rotational shift environment GOOD TO HAVE Hands-on experience with CRM or ITSM platforms such as Freshdesk Zen desk ServiceNow or Jira Familiarity with reporting tools and operational dashboards for tracking team metrics Exposure to quality frameworks ISO standards or internal process audit practices Experience working in a client-facing managed services or IT helpdesk BPO environment
