Telecalling Team Leader – Bengaluru | BPO Voice | 2+ Years Experience

About This Role

BrightPath BPO Solutions is looking for an experienced Telecalling Team Leader to manage a team of 12–15 outbound agents at our Bengaluru centre. This is a leadership role — you will be responsible for daily team performance, call quality, and hitting monthly revenue targets for a fintech client project. Candidates with at least 2 years of BPO experience and prior team handling exposure are preferred.

Role Context

You will report directly to the Operations Manager and act as the primary point of contact for your team on the floor. Your day involves reviewing morning MIS reports, briefing your team, monitoring live calls, handling agent escalations, and submitting end-of-day performance reports. You will also participate in weekly client review calls to discuss process performance and flag process-level issues.

Key Responsibilities

• Manage daily attendance, shift schedules, and break adherence for a team of 12–15 agents
• Monitor live and recorded calls for quality and provide immediate coaching
• Conduct daily team briefings and share performance dashboards
• Handle escalated customer calls that agents cannot resolve independently
• Submit daily and weekly performance reports to the Operations Manager
• Identify underperforming agents and develop individual improvement plans
• Coordinate with training team for refresher sessions on process updates

Requirements & Skills

• Minimum 2 years of BPO experience with at least 6 months in a team lead or senior agent role
• Strong spoken English and Hindi — can communicate with both agents and client contacts
• Familiar with MIS reporting in Excel and CRM tools
• Ability to motivate a team and maintain performance under pressure
• Graduate in any stream preferred
• Bengaluru residents preferred for immediate joining

Benefits & Work Conditions

• Competitive salary between ₹25,000–₹35,000 based on experience
• Monthly team performance bonus in addition to fixed salary
• PF, ESI, and medical insurance from day one
• 5-day work week with fixed shift (day shift available for this project)
• Career path to Assistant Manager or Operations Manager within 18 months

Who Should Apply

Experienced BPO professionals who are ready to step into a leadership role or those already leading teams who want a better-structured organisation will find this opportunity worth pursuing. The fintech project is growing and there is genuine scope to build a long-term management career here.

About the Company

BrightPath BPO Solutions delivers voice, chat, and back-office services to fintech, e-commerce, and telecom clients from our Bengaluru and Hyderabad centres. We employ over 600 professionals and are known for process discipline, clean work culture, and salary transparency. Our team leads have an average tenure of 3+ years — well above industry average.

How to Apply

Apply online with your updated CV. Mention total BPO experience and number of agents handled in your last role. Telephonic screening will be scheduled within 2 working days, followed by an in-person interview at our Marathahalli office.