Operations Team Lead

Were Hiring: Team Leader – Operations

Location:

Role & Responsibilities

• Flexible to work in rotational shifts, extensions, and weekends as per business requirements
  
• Achieve daily, weekly, and monthly targets for the assigned team
  
• Ensure each agent achieves 6,500 dialed calls per month with 100% allocation target achievement
  
• Maintain a minimum 80% monthly quality score on audited calls
  
• Conduct daily call audits, provide timely feedback, and perform daily mock calls
  
• Drive Call to Allocation Conversion of 5%
  
• Ensure Overall Allocation to SV Conversion of 20%
  
• Maintain 90% resource retention with zero attrition expectation
  
• Monitor and control team shrinkages
  
• Track team performance, prepare reports, and share key metrics with management
  
• Conduct weekly reviews (planned vs actuals) and document performance outcomes
  
• Identify training needs, provide coaching, resolve conflicts, and support team members
  
• Motivate and engage the team to achieve shared goals
  

Key Skills & Competencies

• Excellent communication skills (Mandatory)
  
• Strong leadership, decision-making, and people-management skills
  
• Good analytical and problem-solving abilities
  
• Hands-on experience in MS Excel, PowerPoint, and reporting tools
  
• Good PC skills with strong data-handling capability
  

Preferred Skills

• Prior team-handling experience in Real Estate is an added advantage
  
• Exceptional verbal communication in Tamil / Kannada / Telugu / Hindi