Job
Description
Role Overview We are seeking an energetic and goal-driven Team Lead Operations to manage a team of associates and drive operational excellence. The candidate will be responsible for process supervision, team productivity, SLA adherence, and client satisfaction. This role involves close coordination with cross-functional teams, client stakeholders, and internal leadership to ensure seamless operations. Key Responsibilities Team & Performance Management Supervise and lead a team of 820 operations executives or associates. Monitor daily team performance and allocate resources based on priority and SLA. Conduct performance reviews, 1-on-1s, and coaching to drive team effectiveness. Train and mentor team members on processes, quality standards, and systems. Operations Oversight Ensure SLA, TAT, accuracy, and quality targets are consistently met or exceeded. Track KPIs such as productivity, quality, AHT (Average Handling Time), and FTR (First-Time Resolution). Review dashboards and MIS reports to identify and address performance gaps. Client & Stakeholder Communication Serve as the point of contact for client escalations and service-level discussions. Coordinate with cross-functional teams (QA, Training, Product, Tech, etc.) for smooth workflows. Participate in weekly/monthly client reviews and business updates. Process Improvement Identify gaps and suggest improvements in operational processes and tools. Drive automation or process standardization initiatives in collaboration with internal teams. Ensure process documentation is current and followed by all team members. Reporting & Documentation Maintain and publish daily, weekly, and monthly reports on team and process performance. Document SOPs, workflows, and RCA (Root Cause Analysis) for errors or escalations. Core Skills Required Skills & Qualifications: 48 years of experience in operations (at least 2 years in a supervisory/team lead role). Deep understanding of team metrics, SLA/KPI management, and quality assurance. Experience handling high-volume processes in fast-paced environments. Strong problem-solving and decision-making ability. Tools & Platforms CRM & Ticketing: Salesforce, Freshdesk, Zendesk, Zoho Desk Reporting Tools: Excel (advanced), Google Sheets, Power BI (optional) Communication: MS Teams, Slack, Zoom ERP/Process Tools: SAP, Oracle, or in-house platforms (as applicable) Soft Skills Strong leadership and team motivation skills Excellent verbal and written communication Process-oriented with attention to detail Conflict resolution and escalation management skills Customer- and results-oriented mindset Preferred Qualifications Bachelors degree in Business Administration, Operations, or related field. Six Sigma Yellow/Green Belt certification (optional but a plus). Experience in startup, tech-enabled services, or BPO environments is a plus (ref:iimjobs.com) Show more Show less
