Operations Team Lead _ Navi Mumbai

Job Summary:

Team Leader

Key Responsibilities:

• Lead and manage a team of

  15-20 team members

  in an international voice or non-voice process.
• Drive

  performance metrics

  including

  productivity, quality, shrinkage, attrition

  , and

  AHT

  targets based on tenure buckets.
• Handle

  escalations

  and provide strong

  floor support

  during operations.
• Conduct

  weekly monitoring

  ,

  feedback

  , and

  coaching sessions

  to enhance team performance.
• Guide and

  mentor new team members

  through coaching and on-the-job training.
• Review current processes, identify areas of improvement, and implement

  recommendations

  to boost overall performance and

  CSAT

  (Customer Satisfaction).
• Perform

  TNI (Training Needs Identification)

  and

  bridge process gaps

  effectively.

Required Skills:

• Should have minimum 5+ years of experience in BPO.
• Should have been designated as a Team Lead for at least 2 years on papers.
• Should be able to calculate Attrition, Shrinkage, AHT.
• Should be aware of NPS, Repeat & Churn.
• Should be aware of Occupancy and Utilization formulas.
• Candidate should be good in communication.
• For Team Lead- Inbound experience is mandatory
• Graduation is must.

Additional Requirements:

• Flexible to work in a

  24x7 shift environment

  .
• Willingness to work from office (

  WFO

  ).

Ready to take the lead? Join our team and drive customer service excellence with your leadership and language skills!

Please share your resume on - 9082299130