**Job summary** We are seeking a highly experienced BPO TeamLead Operations with 10 to 12 years of experience to join our dynamic team. The ideal candidate will have a strong background in MS Office and possess excellent English language skills. This role is hybrid with no travel required and operates during the day shift. The candidate will play a crucial role in overseeing daily operations and ensuring the highest level of service delivery. **Responsibilities** + Lead the BPO operations team to achieve daily weekly and monthly targets + Oversee the implementation of operational strategies to enhance efficiency and productivity + Provide guidance and support to team members to ensure high performance and professional development + Monitor and analyze key performance indicators to identify areas for improvement + Ensure compliance with company policies and industry regulations + Develop and maintain strong relationships with clients to understand their needs and expectations + Coordinate with other departments to streamline processes and improve service delivery + Conduct regular team meetings to communicate updates and address any issues + Implement best practices and continuous improvement initiatives within the team + Prepare and present reports on operational performance to senior management + Manage and resolve any escalations or complex issues that arise + Ensure the team is proficient in using MS Office tools to complete tasks efficiently + Foster a positive and collaborative work environment to motivate the team **Qualifications** + Possess a minimum of 10 years of experience in BPO operations + Demonstrate proficiency in MS Office applications + Exhibit excellent English language skills both written and spoken + Show strong leadership and team management abilities + Have a proven track record of achieving operational targets and goals + Display strong analytical and problem-solving skills + Possess excellent communication and interpersonal skills + Demonstrate the ability to work effectively in a hybrid work model + Show a commitment to continuous improvement and professional development + Exhibit strong organizational and time management skills + Have experience in client relationship management + Demonstrate the ability to handle escalations and complex issues + Show a proactive approach to identifying and implementing process improvements. **Certifications Required** Certified BPO Professional (CBPOP) Microsoft Office Specialist (MOS) Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.