Operations Team Lead

Location:

Job Summary

Team Leader Operations

Key Responsibilities

• Lead, manage, and motivate a team of customer service associates.
• Monitor daily performance metrics (AHT, CSAT, Quality, Productivity, Attendance, etc.).
• Conduct regular huddles, performance reviews, and coaching sessions.
• Manage rosters, schedules, and ensure adequate staffing coverage.
• Handle escalations and provide timely resolution.
• Ensure compliance with process guidelines and operational policies.
• Identify training needs and coordinate refresher or skill-enhancement sessions.
• Drive process improvements and contribute to better overall customer experience.
• Generate performance reports and present insights to management.
• Maintain a strong focus on meeting SLAs and KPIs.
  

Required Qualifications & Skills

• Minimum

  24 years

  of experience in a Domestic BPO environment.
• At least

  1 year of experience

  as a Team Leader / Supervisor (preferred).
• Strong communication skills in

  English & Tamil or Malayalam.

• Ability to speak both

  Tamil and/or Malayalam

  is a strong bonus.
• Good knowledge of contact center operations, customer handling, and performance management.
• Strong problem-solving, coaching, and people-management skills.
• Ability to work under pressure and manage high-volume operations.
• Proficiency in MS Office (Excel, PowerPoint) and reporting tools.
  

Work Schedule

• Rotational shifts / Week offs (depending on process requirements).
• Work from Office –

  Bangalore

  .
• 6 Days WFO