Lead BPO Executive

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.

•      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

•      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

•      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