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Bill Gosling
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Hiring - Team Lead Operations

Hiring - Team Lead Operations

Bill Gosling

2 - 7 years

1 - 5 Lacs

gurugram

Posted:2 hours ago| Platform:

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Skills Required

operations team handling shrinkage attrition

Work Mode

Work from Office

Job Type

Full Time

Job Description

Team Lead Operations

Team Management:

Supervise, coach, and mentor a team of agents to achieve performance targets (KPIs/SLAs).
Monitor attendance, schedule adherence, and overall discipline of team members.
Conduct regular team huddles, one-on-one sessions, and performance reviews.

Operational Excellence:

Ensure operational efficiency and service quality in line with client expectations.
Track and analyze team performance; identify trends and provide actionable insights.
Handle escalated calls/chats/emails and ensure timely resolution.

Reporting & Analysis:

Generate and analyze daily/weekly/monthly reports on team performance.
Recommend process improvements based on data and customer feedback.

Training & Development:

Identify skill gaps and coordinate with the training team for upskilling sessions.
Conduct on-the-job training and refreshers for team members as needed.

Client & Stakeholder Interaction:

Communicate regularly with internal stakeholders and clients on performance updates.
Participate in operations reviews, calibration sessions, and process audits.

Qualifications & Skills:

Bachelors degree or equivalent work experience.
2-4 years of experience in the BPO industry, with at least 1 year in a leadership role.
Strong understanding of BPO metrics (AHT, CSAT, FCR, SLA, etc.).
Excellent communication, interpersonal, and leadership skills.
Proficiency in MS Office (Excel, Word, PowerPoint).
Ability to work in a dynamic, fast-paced environment and handle pressure.
Flexible to work in rotational shifts (including weekends or night shifts if required).

Preferred:

Experience in International process.

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