Lead BPO Executive

ABOUT THE ROLE

We are looking for an experienced and proactive Lead BPO Executive to oversee day-to-day operations, lead a team of 8–9 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 8–9 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

•5–8 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

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As this is an urgent need we will be closing this quickly.