Head Team Leader

We are seeking a dynamic, results-oriented Head Team leader to lead and manage teams of KPO agents at our Ahmedabad location. In this role, you will ensure smooth day-to-day operations, drive team performance, and help implement continuous improvements. As a Site Supervisor, you will motivate your team, develop their skills, and ensure that all operational targets and quality standards are met.

Key Responsibilities:

• Team Leadership & Motivation: Lead and inspire a team of KPO agents, providing clear direction, support, and ongoing performance evaluations.
• Operational Management: Oversee daily operations, delegate tasks, set deadlines, and monitor progress without compromising quality or customer satisfaction.
• Communication & Goal Setting: Communicate company objectives, safety protocols, and timelines to your team. Ensure alignment with organizational goals.
• Training & Development: Identify training gaps and develop customized coaching plans in collaboration with HR and relevant departments.
• Troubleshooting & Problem Solving: Provide hands-on troubleshooting support for any technical issues, such as computer or headset malfunctions, to minimize downtime.
• Continuous Improvement: Actively question existing processes, suggest improvements, and work to implement new strategies for better team performance and efficiency.
• Team Building & Recognition: Encourage a collaborative and positive environment. Organize team-building activities and reward high performers to foster creativity, morale, and innovation.
• Conflict Resolution: Address team member concerns, mediate conflicts, and create a productive work atmosphere by resolving issues effectively.
• Management Support: Assist the Operations Manager during their absence, ensuring continuity in leadership and operations.

Qualifications & Skills:

• Educational Requirements: Bachelor's or Master's degree in any field.
• Experience: 2-3 years in an operations management role within the KPO/BPO sector.
• Language Proficiency: Strong English communication skills (reading, writing, and speaking).
• Shift Flexibility: Willingness to work night shifts as required.
• Skills & Attributes:
• Strong leadership and interpersonal skills.
• Ability to manage and motivate diverse teams effectively.
• Excellent problem-solving and troubleshooting abilities.
• Ability to organize, prioritize, and manage time effectively.
• A passion for continuous learning and improvement.

Job Type: Full-time

Pay: ₹30,000.00 - ₹35,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Schedule:

• Night shift
• Rotational shift

Supplemental Pay:

• Performance bonus
• Shift allowance
• Yearly bonus

Work Location: In person