UK BPO Team Lead

From the original post

## UK BPO Team Lead Company: ViswaVardhan Vyapara Location: Anantapuramu, Andhra Pradesh Type: Full-time Lead and coach a team of UK BPO process executives. You will own shift-level performance — monitoring calls, running briefings, handling escalations, and reporting metrics to operations leadership. This role is for experienced BPO professionals who can keep a team motivated, maintain quality under pressure, and communicate clearly with both agents and client stakeholders. Responsibilities: - Lead daily briefings, shift huddles, and one-on-one coaching sessions - Monitor live calls and conduct quality audits against client scorecards - Handle escalations and complex customer issues - Track team KPIs — attendance, productivity, quality, and adherence - Prepare daily and weekly reports for operations and client review Requirements: - Minimum 2 years of BPO experience with at least 1 year in a team lead role - Strong spoken English; experience with UK processes preferred - Proven ability to manage teams of 8–15 agents - Comfort with Excel/Google Sheets for reporting and trackers - Calm under pressure; able to give constructive feedback