Team Lead (BPO)

Alorica is a global leader in customer experience solutions, partnering with over 250 brands across 17 countries and operating in 75+ languages. We are dedicated to designing and delivering innovative strategies that create exceptional customer experiences, blending proven performance with industry-leading expertise and advanced technology. Our team of 100,000 professionals is committed to upholding our core values of integrity, authenticity, and relational excellence. At Alorica, we don't just deliver servicewe strive to transform industries and challenge conventions. Join a team that's curious, creative, connected, and committed to making a difference. Explore opportunities at alorica.com/careers.

This is a full-time, on-site position located in Bengaluru for a Team Lead (BPO). The Team Lead will oversee day-to-day team operations to ensure optimal performance and adherence to client expectations. Responsibilities include monitoring key performance indicators (KPIs), coaching team members, handling escalations, and fostering a positive and productive team environment. The role will also require collaborating with management to drive process improvements and meet organizational goals.

• Strong leadership and team management skills, with the ability to mentor and guide team members effectively
• Proficiency in performance monitoring, reporting, and analysis
• Proven ability to handle escalations and resolve client issues with professionalism
• Strong communication, interpersonal, and problem-solving skills
• Familiarity with BPO operations and KPIs to ensure organizational effectiveness
• Experience in process improvement and change management methodologies
• Proficient in relevant technologies and tools used in call center or customer support environments
• Bachelor's degree or equivalent experience; prior team lead or supervisory experience in a BPO setting is highly beneficial